Category Archives: Uncategorized

Review 2019. Be Ready for 2020.

15 October 2019

Is it just us or does every year go faster and faster? If all of your end of year tasks are piling up, take a load off and give your Business Review job to us! At the request of several… Read more

Lights. Action. Learn!

10 October 2019

Lights. Action. Learn! The digital age has many benefits, not least the ability to easily Video and Audio record actions and behaviours we need to mimic (or reduce!) Like the millions who flood to You Tube or podcasts every day… Read more

Bringing the Big Reveal

26 September 2019

There’s what we THINK is happening and what is REALLY happening. Which one are you using to make better decisions for your business?HOED Research can help you develop clear consumer insights to help you assess, plan and adjust your sales,… Read more

How much is theft costing your business?

26 September 2019

Assess your losses and protect your business with a loss prevention plan Whilst employee theft makes the headlines, over 57% of theft is by customers – often brazenly walking out of stores and businesses with hundreds or thousands of dollars’… Read more

Is it time to ditch the NPS?

12 September 2019

Written by Amanda Stevens Inside Retail Contributor If you’re reading this, you’ve probably heard of NPS. Better yet, you probably know exactly what our organisation’s NPS is. Launched in 2003, before Facebook, Instagram, Linkedin and Snapchat, NPS is the most… Read more

They’ll tell five people if happy. And thousands if not.

12 September 2019

Do you have visibility across your various Online Enquiry platforms, such as Direct Email, Web Forms, Contact Us, Web Chat etc? Hundreds of emails in everyone’s inboxes every day. But some emails stick out. There are those that bring assurance… Read more

Compliance Audits – HOED can help remove some of the pain

4 September 2019

Ensure your company processes and systems are providing consistent, high-level service across the whole team. Complying with regulations company-wide is a huge headache for many companies and organisations. It’s one thing at head office to say it’s all under control…. Read more

Why single number customer metrics are flawed

8 February 2019

The following is an abbreviation of an article written by Gerry Brown on 31 Jan 2019 ( In the world of business, and more specifically customer experience, the focus on single number metrics, whether that be NPS, CES or CSAT,… Read more

Are you satisfied with your online revenue?

2 November 2018

There are a number of ways a business can improve customer satisfaction online, but first you need to know what exactly to look out for. Making a purchase can be completed in a matter of seconds due to the online… Read more

Should you be measuring customer experience beyond NPS?

5 September 2018

With NPS losing traction and not providing a big picture in terms of customer service performance. What is the alternative? Customer experience boils down to the perception a customer has of a brand. Everything a company does contributes towards how… Read more