Discover how Litmus Partnership helped Affinity Learning Partnership run a compliant tender process for their catering contract across all schools within the trust.
Consumer Insight
Turn feedback into action. Litmus helps organisations capture, analyse and act on consumer insights to improve satisfaction, loyalty and service performance.
Measuring What Matters
Every service is ultimately defined by the experience of its users. Whether in education, healthcare, or the workplace, understanding what people value — and how they perceive your service — is essential to maintaining satisfaction and driving improvement.
At Litmus Partnership, our Consumer Insight & Research programmes help you capture and interpret the voices of your customers. We transform feedback into actionable insights that reveal what matters most, highlight opportunities for improvement, and inform service design and delivery.
By listening carefully and analysing intelligently, we help organisations make decisions that deliver measurable improvements in experience, engagement and value.
Understanding and measuring satisfaction
Understanding customer satisfaction
End users — whether students, patients, staff or visitors — always have an opinion about the quality and effectiveness of the service they experience.
Our research goes beyond simple satisfaction surveys. We help you understand needs, expectations and perceptions, giving you the clarity to identify what drives satisfaction, where performance is falling short, and how to close those gaps effectively.
The result is a deeper understanding of your customers and a stronger foundation for building loyalty and long-term trust.
Measuring satisfaction gaps
Data is powerful, but too much of it can be overwhelming. That’s why we make consumer research clear, concise and actionable.
Our unique approach identifies and quantifies the ‘satisfaction gap’ — the difference between what consumers expect and what they actually experience. By prioritising these gaps in order of importance to the end user, we help you focus resources on the changes that will have the biggest impact.
This approach quickly highlights where improvement will deliver the greatest return in both satisfaction and financial performance.
Research that adds value
Our Consumer Insight & Research programmes deliver measurable improvements across several key areas:
- Identify improvement priorities – Discover which service areas will have the greatest impact on satisfaction when improved.
- Define specific goals – Set focused, achievable improvement plans based on clear evidence.
- Boost financial performance – Satisfied consumers are more loyal and more valuable, directly improving results.
- Enhance loyalty and retention – Build stronger relationships through responsive service design and delivery.
Ultimately, happy customers create stronger organisations.
Not just a box ticking exercise
Working with Litmus helps you:
- Gain real insight into consumer perception and satisfaction levels
- Translate feedback into targeted improvement actions
- Design services that align with user expectations
- Strengthen stakeholder confidence and loyalty
- Build a culture of continuous improvement and engagement
With our support, consumer feedback becomes a catalyst for change — not just a box-ticking exercise.
Our process helps you discover evidence-based insights
Our research process is designed to deliver actionable, evidence-based insight. We:
- Define key objectives and target audiences.
- Design tailored research tools such as surveys, interviews, and focus groups.
- Collect and analyse consumer data.
- Identify satisfaction gaps and performance drivers.
- Deliver clear, prioritised recommendations for improvement.
Our programmes are adaptable to any sector, from schools and universities to hospitals, care providers and businesses, and work seamlessly alongside our other services.
Frequently asked questions
What is consumer insight research?
Consumer insight research involves gathering and analysing feedback to understand behaviour, expectations and preferences. At Litmus, we use advanced research methods — from focus groups to surveys — to produce deep, actionable insights.
Why is understanding consumer behaviour important?
By understanding what people value and how they perceive your service, organisations can make informed decisions that improve satisfaction, retention and overall performance.
At Litmus, we go beyond surface-level data, using advanced research methods — from focus groups to surveys — to uncover deep, actionable insights that inform smarter strategies and measurable improvements.
What methods do you use?
We use a combination of qualitative and quantitative research methods, including focus groups, surveys, interviews and observational studies — all designed to produce evidence that leads to action.
How does consumer research improve satisfaction?
Our approach identifies the most significant satisfaction gaps — allowing you to target the changes that will have the greatest impact on consumer experience and loyalty.
Can you help identify our target audience?
Yes. We analyse consumer data to help you understand your target groups in detail — from their expectations to their satisfaction drivers — ensuring your services are shaped around real user needs.
Client Success Stories
Discover how we’ve helped organisations across education, healthcare, business and the public sector achieve measurable improvements in quality, efficiency and value.
Discover how Litmus Partnership helped Marlborough College approach a re-design of their historic dining space through consumer insights.
Discover how Litmus Partnership helped Marlborough College approach a re-design of their historic dining space through consumer insights.
Discover how Litmus Partnership helped Marlborough College approach a re-design of their historic dining space through consumer insights.
Discover how Litmus Partnership helped Marlborough College approach a re-design of their historic dining space through consumer insights.
Discover how Litmus Partnership helped Wellington College & Eagle House School successfully negotiate and improve their facilities services.
Insights and News
Stay informed with the latest industry insights, expert commentary and project updates from the Litmus Partnership team.
- EducationRead More
Benchmarking and performance – are you really in control of your school’s operational contracts?
- Consumer Insight | Education | Public SectorRead More
Coming Soon: A new Consumer Insight Programme for special schools
- Education | Public SectorRead More
Financial Awareness Day 2025: How schools can drive greater financial efficiency through smarter catering management
With you every step of the way
Why choose the Litmus Partnership?
With decades of experience across education, healthcare, business and the public sector, Litmus Partnership combines research expertise with a practical understanding of service delivery.
We don’t just gather feedback — we interpret it, prioritise it and turn it into meaningful improvement strategies.
When you work with Litmus, you gain more than data — you gain insight that drives action and measurable results.
Take the next step
If you want to understand how your consumers really feel — and how to improve their experience — our Consumer Insight & Research programmes can help.
Get in touch to find out how Litmus Partnership can help you capture real feedback, measure satisfaction gaps and design services that deliver what people truly value.
Contact Us
We love to connect with business leaders that want to make a change. Contact our friendly team to request a no obligation chat about your current challenges and goals.