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"People always act, respond, and transact in patterns. Understanding these patterns mathematically creates opportunities for companies to increase revenue by providing an experience customers enjoy and will pay more for. Our passion is to define and help others understand these patterns, especially where technology and humans intersect."
~ John Burshek, President, TAG
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Team Roles
The Arthur Group has four main team roles:
Executive Directors:
Responsible for working directly with client liaisons and internal client teams to define, direct and implement full research, usability or customer experience engagements, programs and projects. Executive Directors are trained by our founders to be knowledgeable metricians capable of implementing "complete metricability" throughout a company. Each is certified as a Total Customer Experience Success™ Advocate.
Analysts:
Comprised of senior- and junior-level, analysts are critical to insuring data is turned into meaningful and actionable information. Actionable information is essential for our Executive Directors to apply interpretations directly correlated to the objectives of our clients.
Programmers:
Senior programmers enable the implementation of research processes and protocols throughout all research functions for our clients including Interactive Voice Response, telephone CATi interviewing, and online. Junior-level programmers are responsible for data cleansing, coding and code writing.
Data Collection:
All research methodologies are employed by The Arthur Group depending on the client situation or program, so the data collection team role represents the bulk of our workforce at any one time. We employ a full team of mystery shoppers (both physical and virtual – website mystery shoppers trained specifically in Customer Experience Success™ procedures), consumer telephone interviewers, B2B telephone interviewers, and executive interviewers. Executive interviewers conduct both in-person and telephone and must have data collected for a minimum of 2 years as well as receiving specific training in executive interviewing skills. We conduct interviews in over 30 different languages and dialects. Our network for data collection include global reach and a network of usability labs and focus group facilities throughout North America and overseas.
