Consumer Insights
Knowledge of the customer is the foundation of business success. For over 23 years, ACTR has been helping businesses understand their customers on a deeper level — who they are, how they think, how they behave, and most importantly — why they choose what they do.
Our analysts and researchers take a holistic approach, combining data, behavior, and psychology to uncover the kinds of insights that fuel better products, smarter communication, and stronger customer experiences.
Strategic Relevance:
Modern businesses are becoming increasingly customer-centric – not just understanding what customers do, but why they do it. Usage & Attitude studies provide a complete picture of customers’ behaviors, motivations, expectations, and loyalty triggers, enabling brands to build products and relationships that truly resonate.
Core Insights:
- How customers make product/service choices
- What factors drive their purchase decisions
- What leads to satisfaction or dissatisfaction
- What drives loyalty toward a product or brand
- Their core needs, beliefs, and future intentions
Business Impact:
ACTR’s analysts will help you uncover deep insights into customer values, motivations, and preferences. These insights will form the foundation for your product development, branding, communication, and CX strategy.
Strategic Relevance:
A satisfied customer becomes a loyal customer, and a loyal customer becomes your strongest brand advocate. That’s why regularly measuring satisfaction and loyalty is critical to long-term, sustainable success.
Core Insights:
- Whether your product or service meets customer expectations
- Which touchpoints or offerings create positive/negative experiences
- The level of satisfaction and loyalty, and what influences them
- How satisfaction and loyalty evolve over time
Why ongoing tracking matters:
In fast-moving, competitive markets, monthly or quarterly tracking of these indicators is essential. It helps marketers evaluate the effectiveness of their initiatives and respond quickly to shifts in sentiment and behavior.
Key metrics we use include:
- NPS (Net Promoter Score) – Measures customer loyalty and willingness to recommend
- WOM (Word-of-Mouth Index) – Measures sentiment and likelihood of informal brand advocacy
- CSAT (Customer Satisfaction Score) – Measures real-time satisfaction with a product/service
- SCI (Secure Customer Index) – Segments your customer base by loyalty level and guides tailored retention strategies
Business Impact:
ACTR offers you both an assessment based on international indices as well as in-depth analysis based on qualitative data, which will allow you to identify challenges in a timely manner, respond to them, and increase customer satisfaction and loyalty.
Strategic Relevance:
Customer experience is now the ultimate business differentiator. It influences purchase decisions, loyalty, advocacy, and ultimately, your bottom line. Even a great product can fail if the customer journey is confusing, frustrating, or emotionally disconnected.
In today’s market, loyalty is more tied to experience than to traditional brand communications. Global consulting leaders have shown that customer-centric companies are up to 60% more profitable than their peers.
Core Insights:
ACTR offers a full suite of CX research tools and methodologies, including:
- User Personas – Developed using qualitative and quantitative data, combining social, economic, and psychological traits
- Customer Journey Mapping – Visualizes customer interactions across all touchpoints, identifies pain points and areas for improvement
- NPS (Net Promoter Score) – Assesses loyalty by touchpoint and customer segment
- Empathy Maps – Explore what customers see, think, feel, and do at each stage; reveals emotional context and unmet needs
- CSAT (Customer Satisfaction Score) – Evaluates satisfaction with a specific product/service in the moment and identifies root causes
Business Impact:
By analyzing customer behavior, preferences, and emotional drivers across key moments, you’ll be equipped to design high-impact experiences that align with real customer needs — and create competitive advantage through experience.
Strategic Relevance:
Lifestyle research goes beyond simple demographics. It reveals how people live, what they value, and how they perceive the world – giving you the context to understand why customers choose one product or brand over another.
In today’s saturated media environment, understanding lifestyle and preferences is vital for message relevance, channel effectiveness, and product fit.
Core Insights:
ACTR conducts comprehensive lifestyle profiling based on your business needs. We explore:
- Demographics – Age, gender, income, education, profession, family status
- Psychographics – Values, attitudes, beliefs, and emotional drivers
- Behavior patterns – Daily routines, shopping habits, brand loyalty, consumption
- Hobbies & interests – Leisure activities like sports, reading, travel, food, and culture
- Media & channels – Preferred communication channels and media consumption
- Technology usage – Device use, digital behaviors, and frequency
Business Impact:
Lifestyle segmentation helps you:
- Create precise audience profiles for personalized products and services
- Segment your market more effectively and design targeted campaigns
- Use the right channels to reach your audience in context
- Strengthen emotional connection and increase long-term customer loyalty
Strategic Relevance:
Customer churn means lost revenue, missed opportunity, and weakened brand equity. Without understanding why customers leave, businesses may repeat the same mistakes — resulting in long-term loss of market share.
Core Insights:
ACTR conducts churn analysis to help you uncover:
- Why customers left and what triggered dissatisfaction
- What competitors offered that pulled them away
- Their current attitudes toward other brands/products
- Their willingness (and conditions) to return to your brand
Business Impact:
Our analysts help you identify blind spots, correct experience gaps, and design targeted win-back and retention strategies — ensuring stable growth and protecting your existing customer base.
Strategic Relevance:
To position a brand meaningfully, you need to know who your audience is beyond behavior and demographics. You need to understand their inner world: values, beliefs, aspirations, and motivations.
Core Insights:
- What value systems and emotional drivers shape your customers’ choices
- Which psychographic types dominate your market or segment
- How to align your brand message with the mindset of each group
- How to craft emotionally resonant, culturally relevant communications
Business Impact:
ACTR’s psychographic segmentation model is built in partnership with Georgian scientists and marketing experts. It merges globally accepted frameworks with deep cultural localization.
We first identify customer psychotypes, then layer in demographic, geographic, and behavioral factors. The result is a multidimensional map that helps you create products, messaging, and experiences that speak to the heart — not just the head.