Retail and hospitality success

In fast-paced consumer facing environments, affected by both day-to-day footfall and seasonal trends, insight teams must adapt, respond to and predict the latest trends in order to stay ahead of the competition.

From facilitating in-depth focus groups to running shopper diary studies, building robust retail indicator surveys to maintaining ongoing customer satisfaction trackers - our proprietary InsightHub platform acts as an agile end-to-end research engine. Power the next stage of your growth and make decisions with confidence, supported by a flexible partner that has a successful 20+ year track record in the retail and hospitality sectors.

Shopper and guest experience

What touchpoints are having the greatest impact on your customers? Find fast answers with integrated qual and quant.

Loyalty, retention and recurring spend are highly influential indicators of brand growth. But what factors underpin shopper and guest behaviours? Which touchpoints in their journey are positively or negatively impacting their experience? It is the answers to these questions that provide the greatest opportunities to increase revenues.

The InsightHub platform acts as a single, centralised space for robust data collection and analysis - providing opportunities to regularly reach and research key segments. Use the platform's custom fields and segmentation capabilities to survey brand loyalists, gather diaries from detractors or conduct video focus groups with casual visitors. Everything you need, all in one place.

Consumer trendspotting

Predicting the future of consumer behaviour requires robust data and expert analysis. That's where our team come in.

Over the past few years, every retail and hospitality brand has had to contend against the emergence of the at-home economy, the consolidation of digital behaviour, the increasing expectation of unique experiences and the desire for purposeful brands. To survive and thrive, brands must adapt fast and rely on robust early indicators of what is still to come.

Our experienced research team have helped international brands weather some of the biggest challenges in recent memory. From the dot com bubble to the global financial collapse, the slow high street erosion to the COVID pandemic. We've seen it all. leveraging our vast experience to provide insight into short and long term outlooks.

Our commitment to the retail and hospitality sectors

We believe in the power of partnerships. That's why we don't just rely on our experience in the retail and hospitality sectors to guide our growth. We've built a trusted Client Advisory Board who act as a direct interface between our management team and senior insight leaders - helping us to stay close to the needs of our clients. Representing a diverse cross-section of our clients, each member brings valuable perspective on the insights industry, future challenges and emerging opportunities.

Sarah Isherwood

Sarah is the Head of Marketing Strategy and Guest Experience at Marston's and a founding member of the FlexMR Client Advisory Board.

Over the course of a storied career, Sarah has led marketing, brand and insight teams. She has worked with multiple food and drink service brands, including Mitchells & Butlers, Stonegate Group and Marston's. She is CIM qualified and has acquired an invaluable wealth of knowledge about strategic planning, pricing strategy, brand development and guest experience. Sarah has first-hand knowledge of the FlexMR InsightHub platform and a keen understanding of the importance of strong client-agency relationships.

A trusted partner to global brands

Don't just take our word for it. We pride ourselves on the strong working relationships we build with all clients. Our team honed what it means to be the insights empowerment company through years of experience, and continue to work with the world’s most successful insight teams today.

An end-to-end insights engine

InsightHub is the agile research platform that empowers global brands to streamline, scale and supercharge customer insight. Built from the ground up to meet the needs of modern insight teams, InsightHub can centrally host surveys, long-term communities, dedicated panels and short-term projects all within the same easy-to-use space.

Centralise and streamline your research

The InsightHub platform is built to support an unlimited number of concurrent projects. Our team also have years of experience in delivering top quality results in the fast moving consumer goods and consumer packaged goods sectors. Here are some of the research projects we can help your team with.

Market segmentation

Get to grips with your target audience, discover common behaviours and build a strategic market map.

Customer satisfaction

Also known as CSAT surveys, these instruments dive into specific and targeted customer experiences.

Experiential diaries

Collect in-depth insight into shopper journeys and guest experiences with simple online diary tasks.

Trendspotting community

Listen to key market segments to understand behavioural drivers behind recent and emerging trends.

Brand consideration

Understand what influences consumer consideration sets and final selection across your category.

Net promoter score

Find out how likely are your customers to recommend your brand, and what is driving that sentiment.

Customer loyalty surveys

Uncover what drives brand loyalty to see how you can keep people coming back time and time again.

Even before we signed a contract, I was blown away by the support and kindness of the FlexMR client care teams. I’ve never experienced onboarding so smooth and every email I send is responded to with speed and good cheer. I look forward to working with the FlexMR crew for many more years to come.

Senior UX Researcher, The Home Depot

Empower better decisions

We have developed a game-changing insights empowerment framework that addresses the three major pressures placed on modern insight teams. We use the framework to construct bespoke partnership programmes - delivering measurable business value through agile research technology and a flexible approach to supporting services. Is your brand ready to take the first step towards insights empowerment? Find out what we can do for you on the pages below, or get in touch today.

Get in touch

Got questions for us or simply want to know more? Schedule a call with our team of research experts to see how we can help you streamline, scale and supercharge insights.

InsightHub platform

The InsightHub platform powers exceptional online research. Conduct surveys, focus groups, diaries and creative qual all from within a single, integrated space.

Expert services

Our services span a full and diverse spectrum. We offer everything from dedicated platform support and research education to in-depth consulting, project implementation and insight delivery.

Get email updates

Your details

By signing up you agree that we can process your information in accordance with our privacy policy.