Mid-Market

You've found product-market fit. Now defend it, deepen it, and scale it.

The mid-market stage is where the questions get harder. You're no longer asking "is there a market?" - you're asking which segments to prioritise, which products to expand into, why customers are churning, and how to keep great employees as you grow. Generic advice doesn't cut it. You need research that's tailored to your business, your category, and the specific decisions in front of you.

Scale Research helps scaling businesses move from intuition-led to insight-led decision-making across product, customer experience, and employee experience.

Common questions we help mid market businesses answer:

  • Which customer segments are most valuable, and where should we focus growth?

  • Why are customers churning, and what would have made them stay?

  • Which new products or features should we prioritise - and which can wait?

  • What's the right price for our product, and how much room do we have to move?

  • How does our customer experience compare across touchpoints, where are we losing people?

  • Are our employees engaged, and what would make them stay longer?

  • How strong is our leadership team, and where are the gaps?

  • Which segments should we expand into, and what will it take to win there?

Where we help

Got 10–20 concepts on the table? We test and rank them against real customer demand, differentiation, and commercial potential — so you invest in the winners before sinking time into the also-rans.

Idea screening and innovation testing

Before full-scale production or launch, we validate whether your new product or feature will resonate. We measure appeal, perceived value, purchase intent, and differentiation against existing alternatives in the category.

Concept and product testing

Which improvements will have the biggest impact on satisfaction and revenue? We prioritise enhancements based on real user feedback and market signal — not internal politics

Feature optimisation

We use Van Westendorp's Price Sensitivity Meter, Gabor-Granger, Conjoint Analysis, monadic and sequential pricing tests, and revenue optimisation modelling to identify the price point that maximises both acquisition and retention. The right pricing study often pays for itself in weeks.

Pricing and revenue optimisation

Ongoing capture of what customers actually think — through surveys, sentiment analysis, reviews, and in-depth interviews. We build the listening infrastructure so you spot trends and issues in real time.

Voice of customer programmes

End-to-end mapping of how customers interact with your brand across every touchpoint. We identify the moments of friction, the moments of delight, and the moments where you're quietly losing people.

Customer journey mapping

Why are customers leaving, and what would have made them stay? We diagnose the real drivers of churn and design intervention strategies that move the metric.

Churn analysis and retention strategy

Are your support channels efficient and responsive? We assess service quality, response times, and resolution outcomes — and identify the highest-leverage changes.

Service and support optimisation.

Behavioural, attitudinal, and needs-based segmentation that lets you deliver tailored experiences instead of one-size-fits-all. We help you prioritise the segments that drive the most lifetime value.

Customer segmentation

The metrics matter, but only if they're set up right and tracked consistently. We build measurement programmes that predict loyalty and flag risk before it becomes churn.

NPS, CSAT, and CES measurement

Measure team sentiment, identify the real drivers of engagement, and pinpoint where to act first.

Employee Engagement surveys

360° leadership assessments and executive alignment studies. How effectively is your leadership team driving strategy and culture?

Board and leadership evaluations

Work-life balance, psychological safety, diversity and inclusion, mental health. We assess where culture is strong and where it's quietly eroding.

Employee Culture and wellbeing studies

How are you perceived by current and prospective employees? We help you build an EVP that attracts and retains the talent you need.

Employer branding

Why do people leave, and what would keep them? We identify attrition risks and the specific interventions that reduce them.

Retention and turnover analysis

What we deliver

Mid-market companies typically work with us on a mix of these projects. We scope each engagement to the specific decision in front of you — not a fixed deliverable.

Product, Pricing & Innovation

  • Idea Screening

  • Concept, Feature & Proposition Testing

  • Product, Pack & Line Extension Testing

  • TURF Analysis & Portfolio Optimisation

  • Product Volume & Revenue Forecasting

  • Price Sensitivity, Elasticity & Willingness-to-Pay

  • Product Innovation Labs & Co-Creation

Market, Growth & GTM Strategy

  • New Market Entry & Expansion Strategy

  • User Segmentation

  • Competitive Benchmarking

  • Switching, Adoption & Scale-up Diagnostics

  • Buyer Motivations, Barriers & Trust Drivers

CX & Voice of Customer

  • Customer Journey Mapping

  • Voice of Customer (VoC) Programs

  • CSAT, CES, NPS & Transactional Feedback

Employee Research

  • Engagement & Pulse Surveys

  • Employee Experience (Hire, Milestones, Performance, Exit)

  • Remuneration, Wellness & DEI Research

  • 360° Employee & Leadership Evaluation

UX, Design & Experience Research

  • User Experience (UX) Testing

  • End-to-End User Journey Mapping

  • Persona & Pen-Portrait Development

Behavioural Economics-Led Decisioning

  • Choice Architecture & Decision Framing

  • Pricing & Value Perception (Anchoring, Reference Effects)

  • Habit Formation & Loyalty Loops

  • Applying Behavioural Science to emails, chat, website and app flows to optimise messaging and improve conversion, retention and exit paths

Why mid-market companies work with us?

Senior researchers with category depth. Every project is led by a researcher with 15+ years of experience. We've delivered 1,500+ projects across consumer goods, financial services, technology, media, healthcare, and more — and we bring that pattern recognition to your study.

Methodology that holds up. We're rigorous about how studies are designed and analysed, because the decisions you make off the back of them are too important for shortcuts. When we recommend Conjoint over Van Westendorp, or qual-first over quant-first, there's a reason.

Behavioural economics built in. We don't just measure what customers say — we apply behavioural frameworks to understand why they decide. With ~120 BE-led projects under our belt, this is a meaningful differentiator at the mid-market stage where motivations matter as much as metrics.

Research packages from $5,000. Transparent, scoped pricing. No surprises.