market and customer research

Understand  Them  Better  To  Serve  Them  Better

Research  Division
Contents

Contents 2

The  Benefits 3

Our  Company 4

Our  Services 5

Our    Methodologies   10

Our  Research  Steps 11

Our  Coverage  Areas 12

Our  Uniqueness 13

Our  Clients 14

Contact  Us 15

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The Benefits
For  years  companies  and  organization  have  used  market  and  customer  research  
to  make  sure  they  stepped  on  the  right  path  to  win  the  the  competition  and  
grab  their  desired  customers.  

Market  and  Customer  research  is  a  planned,  systematic,  data  collection  and  
analysis  of  your  target  customers,  market,  competitors  and  /or  environment  that  
will  lead  you  to  a  very  useful  information  to  guide  your  business  decisions.  

Understanding  your  target  customers,  market,  competition  situation  and  

environment  will  help  you  craft  your  product  and  service  to  fit  their  needs,  
expectations.  This  will  also  guide  you  to  properly  stick  your  brand  image  into  
their  mind  and  grow  desire  to  act  the  purchase.

Research  can  also  be  used  to  monitor  your  product,  service  and  company  
performance.  Customer  satisfaction,  Brand  Image,  Service  Delivery  Level,  
Customer  Loyalty,  Referral  Index  and  other  monitoring  can  be  delivered  by  using  
specific  research.  Even  your  employee  satisfaction  and  loyalty  level  can  be  
measure  using  types  of  research.

Customer  and  Market  Research  has  proved  it’s  capability  to  guide  many  
companies  to  connect  with  their  current  and  potential  customers,  identify  
opportunities,  minimize  their  business  risk,  identify  potential  problems,  tracking  
your  business  progress  and  evaluate  your  business  steps.

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OUR COMPANY

SERVICE   is   about   understanding   your   customers,   strive   to   fulfill   and   exceed   their   expectation  
through   an   outstanding   experience   with   your   company,   motivating   and   educate   each   of   your  
employees   to   care   and   focus   on   customer’s   interest   and   drive   the   organization   to   always   suit  
customer  desire.

Lentera  are   focusing  our  efforts  to  support   our  clients  to  focus  theirs  to  care  for  their  customers  and   CUSTOMER  FOCUS
sustain   their   business   growth.   We   deliver   consultation   to   assist   our   clients   to   craft   their   service   We  are  focusing  our  heart,  head  and
hand  to  serve  our  customer  as  our
strategy   and  culture.  We  do  customer  research  to   help  our  client  understand  better  their   customers.   Monday, September 19, 2011

reason  of  being  in  the  business.

And  we  develop  a  set  of  workshop  to  help  our  client  to  cascade  service  strategy,  system  and  culture.
TEAM  WORK
We   put   experience   and   dream,  theory   and  practice,  thinking  and   playing   in  one   unique   knowledge   Together  we  can  achieve  more  than
transfer  process.  We  work  as  a  counterpart   team  in   consultation  process   where  knowledge  transfer   anyone  can  imagine.
is  deliver   transparently.  In  research,  we  are   put   our  high   responsibility   to  a  useful,  high   quality  and  
integrity  result  and  process.   In  all   workshop  we  use   adult  learning  process  to  optimize   learning  and   HIGH  LEARNING  SPIRIT
help   audiences   adopt   easily.   Practical   things   and   self   trial   are   the   biggest   part   of   our   workshop   We  believe  knowledge  is  everywhere
and  life  is  a  learning  process.
activities.  
CREATIVITY
We   treat  each  of   our  clients  as  a   unique   customer  with  different  needs  and  expectations.  We   respect   We  are  creative  company  which  will
differences  and  seek  mutual  benefit  to  success. maintain  our  spirit  to  give  better,  more
effective  and  efficient  service  through
innovative  and  high-­‐spirited  people.

INTEGRITY
A  good  company  relies  on  people
who  are  professional.  Integrity  is  our
standard  of  professional  people  as  the
asset  of  the  company.

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our services
Advertising  Concept
Advertising  Tracking
Brand  Awareness
Brand  Equity
Brand  Positioning
Brand  Tracking
Competition  Analysis
Customer  Expectations
Customer  Satisfaction
Customer  Loyalty
Customer  Referral  
Employee  Satisfaction
Employee  Pride  and  Loyalty
Product  Pricing
Product  Packaging
Service  Delivery  Monitoring

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 Concept testing identifies potentially successful new
CONCEPT, product & products early on, so that your company can focus on
developing resources on the new product concepts with the
brand RESEARCH greatest probability of customer acceptance. From the
concept testing research, your company can reduce the risk
of new product to be wrongly sold.

Success new products are essential to a company’s growth

and survival. New Product development must have focal
points to have any chance of success. Based on the product
testing research, we can help your company to analyze your
new product, like customer’s acceptance prediction of new
products, provide guidance to research and development in
creating new products or upgrading existing products, and
monitor the potential threat levels posed by competitive
products to understand competitive strengths and
weaknesses from your new product.

Brand testing and awareness research is highly

recommended way to measure level of customer’s
knowledge and awareness of brand existence. It also helps
the company to know the customer’s opinions about their
brand, customer’s experience with their brands, and
comparison between their brand with their competitors
both the strengths and weakness of their current and
potential competitors.

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CUSTOMER RESEARCH
Many companies do customer satisfaction research without
knowing what and how their customers expect their service. To
be in the right service track, we need to know exactly what our
customer’s need and definition of a valuable service. Then, we
will find a clear picture of what their expectations and gaps
between their expectations and our service performance.
Customer expectations have been shaped by word of mouth,
their personal needs and their own past experiences.

And Using specific techniques we can portrait our customer

satisfaction, loyalty and their enthusiasm to give your company
good referral to others. This is a very important step to know
exactly where you are in your customer heart, mind and mouth.
Routine surveys after delivering the customer experience are
important for company to measure customer perception about
the products and services.

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 Staff well-being, their level of satisfaction and engagement has been found
EMPLOYEE to directly impact on organizational performance and ultimately
organizational success. Dissatisfied employees tend to perform below their
RESEARCH capabilities, result in high turnover of staff and leave their jobs relatively
quickly, and are not very likely to recommend your company as an
employer.

The benefits of employee satisfaction research for your company are

providing a simple and effective method to identify problem area before
they become serious, especially those that are hidden from senior
management, like how well an organization communicates and the extent
that the employee are aligned with the senior management’s business goal
and objectives.

Company will be at it’s awareness of employees’ expectations about

working environment, career path and plan, renumeration and benefit, self
development, leadership and many other working issues.

The comprehensive result will lead the company to increase employee

satisfaction and proud level, sense of ownership and work motivations.

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SERVICE AUDIT RESEARCH
The key to a quality service most likely relay on how consistent all
the concept and strategy being delivered to your customers in
each of your service encounter. Service audit will help your
company monitor this consistency of your front line people in
delivering the service expected by you and your customers.

Mystery Guest or Mystery Shopper Survey is the most reliable way

to measure level of service delivery, using real consumers in order
to obtain a true reflection of customer experiences as perceived
by the customers.

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our methodologies
Qualitative  marketing  research  -­‐  generally  used  for  
exploratory  purposes  -­‐  small  number  of  respondents  -­‐  not  
generalizable  to  the  whole  population  -­‐  statistical  
significance  and  confidence  not  calculated  -­‐  examples  
include  focus  groups,  depth  interviews,  and  projective  
techniques

Quantitative  marketing  research  -­‐  generally  used  to  

draw  conclusions  -­‐  tests  a  specific  hypothesis  -­‐  uses  random  
sampling  techniques  so  as  to  infer  from  the  sample  to  the  
population  -­‐  involves  a  large  number  of  respondents  -­‐  
examples  include  surveys  and  questionnaires

Observational  techniques  -­‐  the  researcher  observes  

social  phenomena  in  their  natural  setting  -­‐  observations  
can  occur  cross-­‐sectionally  (observations  made  at  one  
time)  or  longitudinally  (observations  occur  over  several  
time-­‐periods)  -­‐  examples  include  product-­‐use  analysis  and  
mystery  shopper

Experimental  techniques  -­‐  the  researcher  creates  a  

quasi-­‐artificial  environment  to  try  to  control  spurious  
factors,  then  manipulates  at  least  one  of  the  variables  -­‐  
examples  include  purchase  laboratories  and  test  markets

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our research steps

DATA
COLLECTING
AND SCREENING
AGREE ON
DECIDE
RESEARCH GOALS
RESEARCH
APPROACH &
FIELD
COORDINATION
THE ANALYSTS
& OBJECTIVES
DATA SOURCE RESEARCH
RESEARCH
TOOLS TOOLS TEST
DEVELOPMENT

FINAL REPORT &

✓ Quantitative Survey RECOMMENDATIONS
✓ Visit Survey
✓ Phone Interview
✓ E-mail / Mail Survey
✓ Online Survey
✓ Qualitative Survey
✓ Focus Group Discussion
✓ In Depth Interview
✓ Phone Interview
✓ Observational
✓ Experimental

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our coverage area
We provide a wide range research population coverage area
around Indonesia. Research techniques using both face to face
or using communication media can be arrange to cover your
potential market, customers or operational branches.

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OUR UNIQUENESS
Our  team  consist  of  highly  capable  and   experienced  
members  in  doing  research  activities  and  analysis.  
We  put  our  integrity   high  to  deliver  trusted  result  for  
our   customers.   We   use   visual   evidences   in   our  
reports   to   capture   research   conditions   and  
environments.
Our   holding  company  is  a  Customer  Care   Consultant,  
who  have   proven  concept   of   market   and   customer,  
marketing   and   service   in   Indonesia   to   be   use   in  
maximizing   general   concept   in   other   research.   For  
the   benefits   of   our   clients,   we   give   suggestion   on  
our  result  to  sharpen  the  next  process.
With   wide   research   coverage   areas,   and   using  
various   of   methods   in   delivering   the   research,   we  
strive   to   give   tailored   service   to   suit   your   specific  
research  needs.

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OUR 2010 - 2011 CLIENTS

Asia  Surya  Perkasa

Astra  Credit  Companies

Asuransi  Wahana  Tata

Bank  Pundi

Bank  Sulteng

Federal  International  Finance

Perusahaan  Gas  Negara

Rumah  Sakit  Pusat  Pertamina

Rumah  Sakit  Pluit

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CONTACT US
Lentera  Consulting
Research  Division
Kawasan  Niaga  Citra  Gran  Blok  R3  No.20
Jl.  Alternatif  Cileungsi  CIbubur  Km.4  Bekasi  17435
Phone  :  +62  (21)  84597017      |        Fax  :  +62  (21)  84300001
Email  :  info@lenteraconsulting.com
Website  :  www.lenteraconsulting.com

Ine  Kusuma
0818  604  424
inne@lenteraconsulting.com

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