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customer experience surveys & focus groups - UCG Associates, Inc.

customer experience surveys & focus groups

Leadership Requires Insight

Stay abreast of changes in demographic profiles, shopping behavior, customer satisfaction and program effectiveness. Know your impact and how you can optimize. We help clients perform market analysis, conduct effective  planning, improve operations and improve programs.  Our research studies include survey design and implementation, careful collection and evaluation of relevant primary and secondary data, focus groups, and cutting-edge statistical methods to enable the application of the most meaningful and applicable insights to decision-making.  


Each survey is custom designed to enable precise research and solve specific problems or interests identified in the exploratory research.  Objectives for our surveys include:

  • Satisfaction and Experience
  • Concession Planning
  • Terminal Planning
  • Ground Transportation Studies
  • Business/Economic Impact Analysis
  • Operations Studies
  • Program Assessements
  • Specialized Studies

focus groups

Focus Groups are generally used to gather people’s opinions, ideas, and beliefs on a certain topic.  While surveys or questionnaires can be useful, they do not capture what a person is thinking or feeling.

UCG plans, organizes and manages focus group and interview sessions, as well as incorporate the output from these sessions in and overall program report for our clients. Planning, moderating, listening, as well as analysis and reporting are keys to the successful outcome of our focus group activities.

primary research

Our primary research involves going directly to the source to ask questions and gather information. We use multiple research methods:

  • Intercepts Interviews
  • On-line surveys
  • Focus groups
  • Visits to competitors’ locations

secondary research

We perform secondary research compiling, gathering and organizing research that has been published by others. Our research includes reports and studies by government agencies, trade associations or other airports and industries. 

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