Purpose of the study. Most industry research and white papers focus on big business, and often do account for the context of smaller business. SME’s typically don’t have the deep pockets of big corporates for research, resources, expertise in CX. This is an opportunity to access industry trends focussed specifically on smaller business.

What is this about?
We want to understand the needs of smaller businesses relating to

1. the changing needs and expectations of your customers and employees;
2. how you keep your customers, and
3. how to turn them into brand advocates, to grow business.

Two good reasons to participate
1. You will have access to the report [findings] to benchmark your business in a similar context;
2. You will be eligible for being selected for one of THREE free 3-hour consultation sessions by reputable CX specialists and business coaches [including high level recommendations].  

How long will it take: 15 minutes

Please note the terms and conditions:
• All answers will be treated with the strictest confidentiality. We will use the answers to inform us of trends and issues within industry, but your individual responses will never be disclosed to any third party.
• This research is being undertaken by The Consumer Psychology Lab. For more details visit www.consumerlab.co.za.
• By completing this survey, you are consenting to participate in this study.

A comprehensive definition of an SME in South Africa is an enterprise with one or more of the following characteristics: Fewer than 200 employees, Annual turnover of less than R64 million, Capital assets of less than R10 million, Direct managerial involvement by owners.