No obligation · Free initial consultation · Vancouver-based team
Founder
Customer research answers the questions your sales figures raise but never explain. Revenue tells you what happened. It does not tell you what drove someone to your business, why they consume what they
do, or what pushed them away or towards a competitor.
We design studies that gets data directly from the people who made the decision, with the detail needed to turn this into insights that you can act on.
Every study is built around the decision you are facing, not around a template. Sometimes that means a large tracking survey. Sometimes it means twelve conversations with the right customers.
Senior researchers run every phase, so the person who understands your business is the same person analyzing the results and presenting them to your team.
Your retention numbers moved and the internal theories do not agree. Everyone has an opinion. Nobody has evidence.
A new product line, a channel change, a service redesign. The decision is expensive and you need to nail it - but the customer view of it is missing.
You want to keep growing and evolving your business, but have no data points from the customers themselves around what they want the most, next.
You want to attract more customers and more sales, but need to know what would actually drive changes in behaviour among your current and potential market.
Your product is solid but there may be a different point where customers lose interest - e.g., low awareness, difficult purchase process, user experience issues, is your product in the right places?
The tracker says things are fine. Renewals and referrals say otherwise. Something is happening between the two.
Each of these can be a standalone study or one component of a larger program. Many projects combine a few. Whether its surveys, focus groups, interviews, or a different methodology, we always start by listening to your objectives and then figure out what type of study is best.
Measures how customers rate their experience with you and, more usefully, what is driving those ratings. Covers satisfaction KPI benchmarking, tracking, and voice of the customer programs. Many projects combine a few. You get a benchmark you can run against over time, plus the friction points worth fixing first.
Traces the real path a customer takes with you, from first awareness through to renewal or exit, and marks where it breaks down. It is imperative to know if you have significant breakage points where you are losing potential customers, and how to mitigate this. The output is a map of this journey and a clear list of feasible and viable strategies your team can implement to optimize your customer base.
Builds a clear picture of who your customers are: demographics, behaviours, drivers, attitudes and what separates your different types of customers from one another. Often the groundwork for targeting decisions, since it tells you which segments deserve the budget, when and how.
Pinpoints and ranks which factors have the largest impact on a customer’s decision to buy a product or with a certain brand over others, and the difference in impact each factor has vs. each other. This is extremely valuable in deciding your next move and this analysis goes far beneath the surface to extract insights from customers that they couldn’t verbalize or quantify themselves.
Identifies what customers need that they are not currently getting, from you or from anyone. This is where growth opportunities tend to surface, because unmet need is the gap a new offering or new strategy fills.
Observes the experience as it happens rather than asking people to recall it afterwards. Ethnographic work watches customers in their own context, which surfaces things they would never think to mention in an interview.
We take the whole thing: designing the study, recruiting and fielding it, running the analysis, and delivering findings and presenting to your team. Senior researchers handle every phase, with no hand-offs to junior staff partway through.
If you already have the study designed, or the data collected, or a team that just needs an extra pair of hands at one stage, we come in for that piece alone. Questionnaire design, fieldwork management, data processing, analysis, reporting. Any single stage or any combination.
Bad data does not announce itself. It looks like findings. Every study we run is screened for the things that quietly corrupt a dataset: duplicate and fraudulent respondents, speeders, straight-liners, and inconsistent answering. You should be able to act on what we hand you, which means being certain the underlying data is real.
What clients say about working with us.
No pressure, no jargon — just a conversation about your research objectives and how we’d approach them.
No obligation · Free initial consultation · Vancouver-based team
Ethan spent his career inside the research industry — from the ground level at boutique consultancies to executive roles at large multinationals by his late twenties. That breadth of experience gave him a front-row seat to a growing problem: the value clients received from their research was declining, while costs and timelines were not.
He watched senior experts get pulled off projects and replaced by junior analysts behind the scenes. He saw unvetted AI being used to cut corners. He saw data quality eroding. The industry was optimising for its own margins, not its clients’ outcomes.
So he founded the Bondar Group Consulting on a simple principle: companies deserve better value from their research company. Every engagement is led by senior researchers. Every study is custom-designed. And the goal is always the same — insights your team can actually act on.
Two things: senior involvement and speed. At larger firms, senior consultants sell the project and then hand it off. At Bondar Group, our experienced researchers handle every phase personally. That means faster turnarounds, sharper insights, and better value for your investment.
Talk to us! Even if you want to do the research all on your own, we will happily get on a call with you to answer any questions and set you in the right direction – free of charge! We exist solely to help companies get more from their research, not to fill our pockets.
Share a few details and we will get back to you ASAP. No sales pitch, just a real conversation about your objectives.
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