Our clients say about us

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Big Picture has a great reputation in our business and are trusted partners and advisors.”We serve hundreds of thousands of customers across New Zealand with their Mobile and Internet services. As the business was going through a period of significant change, the Consumer team needed to quickly set business priorities that were deeply grounded in serving customers’ core needs. We had volume data about consumers but no reliable framework to make sense of it to determine the focus for the business and meet challenging targets.


Big Picture worked collaboratively to develop a predictive framework, starting with surfacing consumers’ priority needs. It reliably linked consumers’ perceptions to their intentions, behaviour and to the outcomes for the business in terms of revenue and NPS. Actionable business priorities were identified for driving customer recommendation. This resulted in the business trialing a new join Fibre customer experience and seeing a significant drop in those new join customers pulling out of the installation process, an extensive proactive comms campaign addressing a priority customer need, and a revised ongoing voice of customer measurement system. We can now confidently focus on delivering excellence on the issues that matter most to customers to earn their recommendation.

Head of CX and Insights - Major NZ Telecommunications Company

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A national Tourism body for New Zealand has worked with Big Picture for over 5 years; they are considered a strategic research partner supporting our global marketing work with consumer research and insights. Much of the work we do with Big Picture is strategic in its role for not only our organisation but also for our industry.


Big Picture is a highly valued research partner for our organisation, with an energetic team of professional researchers able to deliver to our complex needs of understanding international consumers and translating research findings for a variety of stakeholders. They are adept at dealing with big issues of national importance, as Government work often requires, and translating what can appear complex into succinct insights that are clear and actionable.

Consumer Insights Manager, Tourism New Zealand