Aviation Market Research


THINK’s Division is led by skilled aviation Industry leaders; leveraging off over 35 years experience in areas including; Strategic Customer/ Passenger Planning, B2B and B2C Strategy Business / Customer Intelligence, Customer Insights Generation, Research and Segmentation – all driven from an actionable business point of view.

Analytics & Research

  • Business Intelligence and Analytics (monthly reporting on big data)
  • Divisionally focused
  • Global Benchmarking
  • Access to THINK’s online “Aviation Community” of global business and leisure travellers for monthly and ad hoc objectives


  • Leverage qualitative and quantitative intersect models and processes to magnify insights and outcomes
  • Collaboration with key stakeholders to integrate data and knowledge in order to gain relevant insights for specific business areas


  • Commercial implications of generated insights
  • Application of research for businesses
  • Business Benefits and efficiency (ROI and forecasting)
  • Benchmarking, measurements, tracking, trends, reporting.

Aviation Experience Includes:


  • Business and Location specific customer segmentation
  • Service and product market testing
  • Passenger value analysis
  • Campaign concept testing
  • Airport billboard channel reach
  • Brand positioning research


  • Total Airport segmentation (overlaid with International and Domestic, F&B, Retail and Parking Segments)
  • Customer satisfaction/ experience/journey mapping
  • Passenger value and spending touch points by destination/carrier
  • Passenger Journey Mapping
  • Perceptual Mapping


  • Parking strategy – new initiatives feasibility testing
  • Price elasticity – prepaid / non-prepaid airport parking
  • Transactional Data mining (OaD, Retail, F&B, Parking)
  • Interconnectivity of transports modes to the airport (choice modelling, price sensitively, multimodal experience drivers to switch and uptake)
  • Yield Management – increase productivity through automated steps


  • Retail segmentation – Duty-Free and Domestic (using up-to-date data mining techniques)
  • Retail segmentation – general retail across Domestic and International
  • Retail Behaviour – spend and value per passenger, category & product
  • Defining the retail proposition to traveller segments
  • Mystery shopping – global benchmarking and action integration
  • Brand and product research to support brands into Airports
  • Customer Blueprint for retail and item placement 
  • Strategy proposition testing (Passenger, Parking, Retail, F&B)
  • Wayfinding

Airport Omnibus

THINK Global Research’s Airport Omnibus allows multiple stakeholders to participate and contribute to the one survey, pooling the important questions into one piece.

This allows you to:

– Ask a set of customised questions to travellers across all Australian and global airports

–  Provides cost effective and quick answers for brands, retailers, airlines and airport

Let’s think together.

Airport Experience NPS Program

“Now Melbourne Airport are out of COVID, we made the conscious decision as a business, rather than to re-instate all the disparate pieces of work we were doing, we would bring all the pieces of work into one program – the Airport Experience NPS program. This program is now tied into our corporate score card. It’s been an amazing step forward, we have removed about 20-30% duplication (ASQ, QSM, Reputation tracker) of questions so it’s a much more cost effective way of doing it, but even more than that the level of insight that THINK provides is much richer.

I can’t recommend THINK highly enough, their agility to respond and action things quickly has been key to getting this program off the ground. Don’t ever underestimate continuity of experience - THINK understand our changing traveller and this space.”


Based on 20 years of measuring the airport experience, THINK has developed the ‘Airport Experience NPS Program” a  methodology that incorporates both traveller and stakeholder insights to design airports of future.

The program delivers a 360-degree view of the airport by using one voice of the customer (B2B and B2C) combining:

  •  Airport of choice and reputation
  • Competitor benchmarking
  • Operational service metrics
  • Net Promoter Score (NPS)
  • Traveller segmentation
  • Traveller experience monitoring
  • Mapping the traveller journey

THINK has worked to customise the ‘Airport Experience NPS Program’ with sizing and valuing segments, determining propensity to travel.

This is an agile and adaptable 12 month program tailored to individual Airport needs, working with stakeholders for operational ACCC reporting, action planning across business units, and feeding into strategic pillars and corporate scorecards.

The key questions we answer:

  • What is the evolution of the traveller?
  • What are the key pain points across the end-to-end traveller and stakeholder journey?
  • What improvements should be prioritised?
  • What metrics should be used for a strategic planning and corporate scorecards?
  • What is the Airport of choice and their reputation?
  • How do our stakeholders perceive our performance?
  • What are current and emerging traveller segments?
  • What is the size and value of our traveller segments?
  • What are emerging needs and wants of travellers?

What deliverables you can expect across 12 months:

  • Rolling daily sample for data capture
  • Live dashboard of results
  • Data files sent weekly to monthly based on needs
  • Quarterly or biannual results based on needs
  • Annual Airport Experience Report
  • Workshops and action planning

Let’s think together.

Creative Industry Market Research

Research to Enhance,

Not Impede Creative Ideas.

Traditionally, research and creative industries speak a different language. Despite working for same clients, neither of the industries help the other achieve true effectiveness.

At THINK, we do this differently. We independently test creative executions to identify opportunities for amplifying the impact of communication ideas and the execution, without disregarding the existing elements that are working.

Traditional research has often resulted in abandoning effective creative ideas due to the wrong reasons. Research approaches widely used for advertising effectiveness prediction testing failed to separate the flaws in ideas and the execution, and further break down the executional elements that were contributing to negative results.

Our Approach Allows:

  • Validating decisions at each stage of the production process – from cast hiring to the script and execution effectiveness
  • Distinguishing whether the issues lie in the ideas or execution – to ensure one does not make the other unnecessarily redundant
  • Minimising budget and time wasted on refinements by “testing as you go”
  • Pinpointing the elements that need refinement, rather than disregarding the whole concept
  • Having the confidence that there will be no major “surprises” at the final stages of campaign testing

Strategic Production Process:

  •  Traditional research has often resulted in impeding, rather than enhancing creativity. The majority of research was only conducted at the start and the end of the research process, making it hard to monitor the effectiveness of creative decisions made “in between”.
  • At THINK, we focus on testing the right elements at the right time. Testing each of the campaign components as the production process unfolds allows making quicker adjustments. As a result, clients and agencies avoid having to waste unnecessary budget and time down the track, with final testing showing no “major surprises”.
Research can enhance creativity.

Let’s think together.

Insurance Market Research

THINK’s experience in the insurance

sector spans across a variety of areas including:

  • Health Insurance
  • Life insurance
  • Asset insurance
  • Revenue insurance
  • Pet insurance
  • Car insurance
  • Travel insurance
  • Content insurance
  • Home insurance
  • Insurance price comparison websites

Why Work With Us?

THINK brings a breadth and depth of experience in the insurance industry that is second to none. THINK consultants all possess intimate knowledge of insurance-related issues such as claims and billing, as well as customer satisfaction and retention.

The combination of industry knowledge with our proprietary research tools will uncover all insurance related research problems and provide action-oriented strategic solutions. From customer segmentation to determine market size and opportunities to qualitative techniques to identify the most effective key messaging and communication, THINK has the capacity to carry out insurance studies of all shapes and sizes.


  • B2B
  • B2C
  • Customer / Market Segmentation
  • Customer Experience Journey
  • Types of Cover Analysis
  • Customer Value Analysis
  • Cost / Benefit Analysis
  • Claims Satisfaction


  • Customer Satisfaction
  • Customer Loyalty
  • Mystery Shopping
  • Drivers and Barriers to Switching
  • Lapsed Members Research


  • Service and product market testing
  • Campaign Testing
  • Marketing Reach
  • Branding Strategies
  • Campaign Engagement
  • Product Positioning
  • Integrated Channel Strategy
  • Digital


  • Brand Health
  • Brand Positioning
  • Perceptual Mapping
  • Market Assessment
  • Growth Opportunities
  • Actuarial & Risk Management Strategies and Models
  • Risk & Capital
  • Industry Benchmarking

Most consumers will purchase at least one form of insurance during their lifetime, yet it remains to be one of the most confusing purchase decisions on the market. How can insurance providers thrive in this competitive environment? By understanding which factors of the insurance products consumers value the most (and least), re-structuring your product offers accordingly, and communicating these benefits to capture your target market’s attention, your company will maximise your chances of coming out on top in the insurance field.

Let’s think together.

Medical Market Research

THINK Medical specialises in healthcare and medical

research, covering the industry end-to-end – from

hospitals to private health insurance providers.

We offer research and consulting services for:

  • Medical Distributors
  • Medical Providers
  • Medical Support Services
  • Private Health Insurance
  • Government Healthcare Initiatives
  • Government Regulatory and Advisory Services (Private and Public)
  • Medical Equipment Development
  • Pharmaceutical Product Development
  • Behavioural Change Program Development
  • Elderly Care Products and Services

Why Work With Us?

Effective medical research requires detailed guidance from medical experts. Kristy Ihle leverages off over 15 years of research experience collaborating with top medical professionals in the country.

THINK’s medical advisory team comes with broad expertise in the medical field – from heading up organ donation campaigns to working in intensive care units at one of Australia’s busiest hospitals

Our medical advisory board works closely with the research team to formulate the most effective methodologies to aid Product Design, Service, Strategic Planning, Business / Customer Intelligence, Customer Insights Generation, Research and Segmentation – all driven from an actionable business and medical point of view

Our medical advisory board interprets complex medical briefs, ensuring the seamless integration of measures into consumer based research by conveying clients’ technical specifications in a language that is consumer centric.

Medical Experience Includes:


  • Market gaps and opportunities
  • Market segmentation: Patients, Consumers and Medical Professionals

Brand and Communications

  • Communication development and planning
  • Brand positioning

Products and Service Packages

  • Product testing
  • Refinement
  • Yield management

Patients and Medical Professionals

  • Patient treatment optimisation
  • Patient journey
  • Support efficiency
  • Brand preference

Let’s think together.

Digital Market Research

“Digital is the new normal”

—Peter Hinssen

In the digital age, THINK commensurate its offerings to explore the limits of the digital world. Research becomes important in this area to make sure the digital medium is reaching to the target audience and leading to conversion. THINK has set new standards in the online research and offer customised digital solutions to help clients achieve following goals:

  • Increase conversion
  • Increase adoption
  • Enhance customer satisfaction
  • Enhance user experience
  • Increase service levels (offer content that your target audience are seeking online)
  • Measure social media success

Why Work With Us?

THINK Global Research brings together a unique approach of interactive technology and strategic research. We work together with our clients to optimise online user experience and content. THINK has a remote usability testing tool (Loop) that enables you to test the user-experience of any website and identify, set tasks users, track navigational trends and identify usability issues. THINK’s Online Experience Loop requires no equipment rentals, no hired test-takers, and no expensive moderators. THINK’s Online Experience Loop can help you to get the hard facts about your website quickly and cost-effectively.

Digital Research Includes:

Website Usability

  • User Behaviour
  • Online Usability Testing
  • Usability Benchmarking
  • Prototype Testing
  • Accessibility Testing
  • Mobile & Tablet Testing

Strategy & Planning

  • User Insight
  • Online and Offline Focus Groups
  • Concept Testing
  • Campaign Testing
  • Website Optimisation

User Experience

  • Functionality
  • Website User Profiling
  • Online Community
  • User Personas
  • Ethnography

Digital Media

  • Social Media Monitoring and Evaluation
  • Social Media ROI Model
  • Benchmarking
  • Competitor Analysis
  • Media Usage Tracking

Let’s think together.

Retail Market Research

Specialising in Shopper Marketing and Buyer Behaviour Research, THINK Retail identifies what people buy, why they buy and how they buy, in order to facilitate business decisions. THINK’s strategic approach focuses on identifying opportunities to further increase retail effectiveness.

THINK utilise a combination of quantitative and qualitative methodologies to divide the optimal approach to derive your shopper market strategy. We measure, observe and shop with the customers, to get a 360 degree view of their behaviour. How do they shop? What motivates them to purchase? At what point to they engage in rational thinking, and when do their emotional triggers kick in? These are the questions we answer, in order to provide you with guidance on what to sell, where and how.

Path-to-Purchase Model:

Retail Experience Includes:

Store Layout

  • Wayfinding
  • Product placement optimisation
  • Pathway Analysis and in-store traffic


  • In-store experience
  • Transaction and service optimisation
  • Competitor analysis


  • In-store experience
  • Transaction and service optimisation
  • Competitor analysis


  • Shopper profile segmentation
  • Shopper motivations and barriers
  • Accompanied shopping
  • Observation research


  • Price optimisation
  • Price elasticity
  • Yield management


  • Product purchase
  • Product support optimisation
  • In-store promotions and POS research
  • Vendor expansion: market gap analysis


  • Brand positioning
  • Brand image
  • Re-branding

Mystery Shopping

  • Mystery shoppers
  • Customer-led evaluations
  • Performance benchmarking and training

In today’s competitive retail landscape, the key to staying on top is to know your customers back to front. Best companies know how to anticipate their needs more than the customers can themselves. They utilise data and behavioural observations to predict future purchases, demand for products and the likelihood of uptake. At THINK, we partner with companies to identify the future retail opportunities for their business, by anticipating and forecasting your customers’ needs before they arise.

Let’s think together.

Sports Market Research

An integral part of our everyday lifestyle, THINK is passionate about research in the area of sports, recreation and membership. This can encompass participation in sports and physical recreation and attending sporting events as spectators, or at the other end of the spectrum looking at organisations who provide sporting services, professional sports people, and manufacturers and distributors of sports.

Why Work With Us?

With experience in providing expertise and bespoke consultancy across a broad range of organisations, THINK has delivered research and strategic insight to major national stakeholders from all areas of the sporting industries.

Our unique methodologies and models together with the knowledge hub of our collective team ensures our clients achieve their key objectives in sports investment, sponsorship and marketing.

In particular, THINK understands the accountability that comes with a sponsorship investment and therefore have developed a key measurement tool to evaluate sponsorship effectiveness and revenue optimisation (ROI).

Sport And Membership Experience Includes:


  • B2B
  • Corporate Hospitality Satisfaction
  • B2C
  • Consumer Insight
  • Purchase Intention and Consideration
  • Product Pricing
  • Customer Loyalty
  • Fan Behaviour
  • Online and Offline Focus Groups

Events and Sponsorship

  • Sponsor Insight
  • Sponsor Awareness and Recall
  • Brand and Event Fit Analysis
  • Revenue Optimisation
  • Intercept Interviewing
  • Sponsorship Tracking
  • Event Attendee Behaviour
  • Demand and Revenue Forecast


  • Service and Product Market Testing
  • Campaign Testing
  • Branding Strategies
  • Campaign Engagement
  • Product Positioning
  • Integrated Channel Strategy
  • Digital
  • Media Monitoring and Evaluation (Reach, Exposure, Audience)


  • Brand Health
  • Brand Perception
  • Brand Positioning
  • Brand Tracking
  • Perceptual Mapping
  • Market Assessment
  • Growth Opportunities
  • Benchmarking
  • Competitor Analysis

Let’s think together.

Sensory & Fast-Moving Consumer Goods Market Research

THINK’s Sensory & FMCG division is led by industry experts

with global experience in food, beverage, personal care,

pharmaceutical products and other fast moving consumer goods.

Offering a unique blend of customised research techniques, THINK creates a strategic research approach to client challenges at hand, engaging end-to-end with all facets of the business and ensuring results are delivered with a commercial lens focusing on ROI.

Types of Testing We Offer:

  • Trained Panel creation and consulting for industries
  • In-house Sensory Panel facilitation and management for industries
  • Industry Sensory analysis training
  • Sensory Data analysis and auditing
  • Consumer sensory & product research (Central Location Tests, Home Use Tests)
  • Quantitative Sensory testing (Descriptive Analysis, Discrimination Testing, Shelf Life Testing)
  • Consumer Preference mapping (drivers of liking)
  • Consumer language analysis and development
  • Qualitative Sensory testing (Focus group, In-depth Interviews and Ethonographics)
  • Concept, pack and product optimisation
  • Research with target audiences (e.g. children, elderly, mothers)
  • Market segmentation, conjoint and modelling
  • Emotional analysis (sensory, branding, product concept)
  • Product marketing and market analysis
  • Strategy and  Implementation

Let’s think together.


To stand out in the Property industry, you need to know your market.

In a diverse, complex and over saturated market, it’s imperative to understand how to gain competitive advantage.

THINK’s property division is led by consultants who have worked within the industry. Our experience in the Australian Property market has uncovered extraordinary opportunities, arming our clients with the knowledge & power to move forward with:

  • Brand Repositioning
  • Asset acquisition
  • Understanding unique value propositions
  • Design and amenity inclusions
  • Precinct design
  • Value of B2B relationships
  • Pricing


THINK co-create with customers and stakeholders to understand drivers and barriers across a multitude of areas within the property sector such as;

  • Residential
  • Off the plan sales developments
  • Greenfield development
  • House and land packages
  • Hotels
  • Student Accommodation
  • Knock down rebuild
  • Commercial
  • Retail
  • Industrial
  • New value propositions


THINK has access to an online representative panel of Australian and international markets including foreign investment cohorts and residents.

Hosting one on one interviews and focus groups in our state-of-the-art facilities allows respondents and clients to participate by attending on site or live streaming locally or across foreign markets.


We are passionate about understanding customers in different markets and have a wealth of experience in the property sector across the following areas-

  • Segmentation
  • In-depth profiling
  • Market Sizing
  • Forecasting and Modelling
  • Psychographic dimensions
  • Customer Journey Mapping
  • Opportunity and white space identification

Let’s think together.