Business research services

Introducing Eliquent Business Consulting

We’ve built our competitive edge around our core skills in business research simply

because we’ve found this provides the best foundation for successful strategy

development—strategies which when implemented have the most positive, and in

many cases most immediate, impact on our clients’ bottom line. In this way, research

is not an end in itself but the secret ingredient for success.

I discovered this in the 1980s when working on a research project regarding

residents’ views on a controversial proposed building development. While analysing

the data, I identified that women held stronger and different views about the issues

than men. If community views were to be changed, messages needed to be tailored

to women, addressing their concerns and providing better information. This was in

stark contrast to the previous communications which had incorrectly assumed what

the issues would be and that a “one size suits all” approach would suffice.

1 OVERVIEW

2 OVERVIEW

Since that time, our research findings have been pivotal in numerous instances.

For example:

• In allowing a client to prosper during the GFC as client research had identified

sectors and clients where projects would continue despite the general downturn

• By identifying a gap in the market for workplace-related services, this enabled a

client to introduce a profitable integrated service offering

• By obtaining the consent of a dissatisfied respondent to revealing his identity

and reasons for dissatisfaction to our client, they were able to remedy the

situation by replacing a service provider and retaining the client who would

otherwise have gone elsewhere

• In identifying widespread internal dissatisfaction with the performance

of a business unit through a staff survey, a firm took a hard decision and

replaced key people whose attitudes had been responsible for a certain amount

of unwanted staff turnover

• By identifying a previously untapped potential for referrals, a client was able

to double revenue from a particular market segment

Client/customer feedback—to obtain feedback on levels of satisfaction;

competitive situation; future usage; price; marketing and promotion; proposed

products/services; likelihood of referrals.

Desk research—using a wide range of published data, we can put together

a statistical picture of target markets and competitive offerings

Executive interviews—Face-to-face and telephone interviews with senior

executives to obtain their views on supplier performance; future trends in

markets/industries; economic issues; competitive performance; unmet/future needs

Quantitative market/industry research—aimed at obtaining reliable and replicable

data about specific market or industry-wide issues, at either a local or national level

Staff surveys—online/paper-based surveys and one-on-one interviews to give

staff the opportunity to have their say about their workplace; morale; expectations;

management performance; leadership; innovation and continuous improvement;

client interaction; internal processes.

The methodology is tailored to your specific needs, and takes account of your

business objectives, what you REALLY need to know, and the most cost-effective

way of obtaining reliable decision-making information. Research methods include

online, telephone and mail surveys and in-depth face-to-face interviews.

3 WHAT WE DO

In all instances, our research will provide a sound foundation for you to review

and develop business strategies. Because of this, we will spend time gaining an

understanding of your business and industry, and how specific research will best

enable you to minimise risk and grow your business. You will find we:

• will quickly grasp your business situation and advise you what research approach

will best support your decision-making

• focus on the outcomes you require and how your important questions can best

be answered

• only promise what we know we can deliver

• provide you with a straight-forward proposal outlining the steps we’ll take, the

cost, time-frame and resources we’ll devote to your project

• keep you informed about progress

• will treat your clients like they were our own

• enhance your reputation by our professional and courteous approach

• deliver our findings in an easy to read report that focusses on the implications of

the key findings for your organisation

4 WHAT YOU CAN EXPECT FROM US

Kathleen Singleton manages all and undertakes much of our business research, working as required with dedicated interviewers, online survey providers and otheranalysts. Kathleen is passionate about the role of research in successful strategydevelopment and has more than 25 years experience in undertaking market researchin the business-to-business sector. This experience started when she was a freelanceresearcher with the School of Business at the Brisbane College of AdvancedEducation (now QUT) in the mid ‘80s, continued with a number of years spent withMarketshare Pty Ltd (Queensland’s best-known market research and marketing planning firm) as a Senior Market Analyst, and subsequently as a marketing and management consultant in her own business.

Kathleen’s strengths in research stem from her strong statistical and analytical background. She has a sound knowledge of the public, private and educational sectors in Queensland, and of the economic drivers of those sectors in this state andelsewhere. She is equally at home conducting research in the professional servicessector as she is in interviewing staff and other stakeholders. During her careerKathleen has undertaken business and market research for building and constructioncompanies, property developers, manufacturers, a major resources company, agricultural companies, an airline, several national law firms, tourism bodies, engineering and quantity surveying firms, professional associations, an industrytraining body, a trade union and several arts and cultural organisations.

5 OUR SENIOR RESEARCHERQUALIFICATIONS

Bachelor of Business with a major in marketing (QUT, 1986)Certificate IV in Workplace Training & Assessment

MEMBERSHIPS

Member, Australian Market & Social Research SocietyMember, Law Council of Australia, Legal Practice SectionMember, Queensland Association of Law Firm Marketers

Barry & Nilsson (Client and staff surveys since 1995)

Brisbane Magistrates Court (User satisfaction survey 2007)

Chartered Secretaries Association (Member survey 2006)

Currie & Brown (Client survey 2008; Staff survey 2009)

Fitted for Work (Volunteer survey 2008)

Inter-Pacific Bar Association (Council surveys 2006)

Law Council of Australia (2009 Court Appearance Survey)

Law Council of Australia (Family Law Section Online Member Survey 2008;Executive survey 2009)

MacDonnells Lawyers (Client survey 2007)

Queensland Higher Courts Registry (User and staff surveys 2006/07)

Second Chance Fundraising Group (Executive Survey 2009)

Stubbs Barbeler (Client survey 2006)

Research conducted “in another life” includes for Clayton Utz, Deacons, Hunt & Hunt, Minter Ellison, Valuers Registration Board, Mt Isa Mines, PA Lucas & Co, Family Law Practitioners Association, Austlaw, Norfolk IslandAirways, QTAC, Mitre 10, and AusIndustry.

6 SOME CLIENTS OVER THE YEARS

7 CONTACT US ELIQUENT BUSINESS CONSULTING

BRISBANE11/95 Coolibah Street

Bardon, Brisbane

Queensland 4065 Australia

Phone: 61 7 3366 4754

KATHLEEN SINGLETON

Email ksingleton@eliquent.com

ABN 88004841093