Strategic insight consultancy · Since 1994

Customer strategies.Shared conviction.Bold decisions.

A senior team of qualitative experts, specialising in products and services where customer experience is key.

  • Virgin
  • British Gas
  • Trainline
  • Montagu Private Equity
  • Farrow & Ball
  • Welsh Labour
  • Warner Music Group
  • Hive
  • FirstGroup

What we do

Customer-driven strategies

Propositions & brand

  • Proposition development, validation and pricing
  • Customer-centric brand positioning
  • Brand platform development and creative testing
  • Campaign and narrative development

Customer experience & comms

  • Customer journey and UX optimisation
  • Customer comms development and refining

Audiences & opportunity

  • Market segmentation
  • Needs, threats and opportunities audits

More on what we do →

Our signature approach

KSBR Live: break deadlocks and get big decisions agreed fast

We put senior decision-makers in the room with real people, so it’s no longer “the research says” but “I experienced it, I believe it.”

01 · Discovery

Unmediated Listening

Respondents film themselves debating our Conundrums with friends and family, revealing what really matters when no researcher is present.

02 · Ideation

Co-creative workshop

Your team works from video portraits of real people to develop ideas together and confront hard truths.

03 · Validation

The HotHouse

Senior stakeholders pitch ideas directly to customers, hear unfiltered reactions and agree what moves forward.

What clients say

Insight that has a real impact

“…They designed our project in a way that generated excitement within the business, got the team working with real customers and helped us challenge our assumptions…”

Milly Bisset
Global Head of Marketing, Farrow & Ball

“…KSBR are a trusted partner who stand out as truly understanding our business and our stakeholders… they’re a pleasure to work with and well regarded right across the business…”

Jamie Ringsell
Customer Strategy, Analytics & Research Senior Manager, British Gas

“…Our partnership with KSBR has proved invaluable to us over the years… Because they are truly multi-disciplinary… they offer more insight than is sometimes the case elsewhere…”

Jack Murray
Customer Insight Manager, South Western Railway

More from our clients →

Case studies

Selected work

Energy · UX

Supercharging UX research by understanding customer needs

Helping British Gas reduce drop-out and lift sales on its boiler marketplace.

Automotive · Barriers

Are you missing out on half your market?

Finding the barriers to buying EVs, and how to overcome them, for Auto Trader.

Property · Brand identity

How a simple word change opened up a new market

Rebranding a leading UK retirement housebuilder’s independent living offer to appeal to younger over-60s.

All case studies →

About KSBR

A senior team with international reach

We are qualitative experts who also run workshops, make concepts, and design and analyse surveys. Our team combines intellectual rigour with creative flair, and our Associates are leading figures in allied consulting industries.

Founded in 1994 by ex-advertising planners, we’re still idea-hungry and innovation-oriented.

More about us →

Facing a big decision?

Tell us what you’re working on and we’ll suggest the right approach.