Organizational Research - A Comprehensive Assessment of Culture, Service Quality, and Brand Reputation Organizational research plays a critical role in understanding an organization’s internal and external environment, clarifying its market position, and identifying strengths and gaps in the services delivered to customers. Organizational research also serves as a foundation for making strategic decisions based on reliable, data-driven evidence. Contents Core concepts of organizational research Organizational culture research Mystery shopping research Brand awareness research Corporate reputation research Core Concepts of Organizational Research Organizational research is the systematic process of analyzing internal and external conditions, employee attitudes, and the quality of services delivered to customers, in order to collect the information needed to develop an organization’s growth and development strategy. Organizational culture research refers to the systematic study of cultural elements within an organization’s internal environment—such as employees’ values, attitudes, behaviors, communication patterns, and leadership style. It helps identify gaps between the organization’s actual cultural reality and employees’ expectations and satisfaction, providing critical inputs for organizational development strategy. Organizational Culture Research Organizational culture research aims to identify key cultural elements within the internal environment and evaluate them in relation to employees’ expectations and satisfaction. Organizational culture includes: Values – What does the organization prioritize? (Fairness, innovation, collaboration) Attitudes – The shared mindset employees adopt in the workplace. Behaviors – Day-to-day interaction and collaboration patterns among employees. Leadership style – How leadership communicates with employees and makes decisions. Internal communication – Team climate and level of collaboration. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote Research Objectives Assess the current level of the organization’s culture. Identify gaps between employees’ expectations and the current reality. Evaluate satisfaction and loyalty. Generate insights required for developing a growth and development strategy. Sample Key Survey Questions Are the organization’s values clearly understood by employees? How satisfied are employees with the leadership style? Is the communication climate positive? What is the level of collaboration and team culture? How does organizational culture influence employee productivity? Mystery Shopping Research (Mystery Shopping) Mystery shopping research is a method used to discreetly assess service quality, compliance with service standards, and the customer experience from the perspective of a real customer. The researcher, or “mystery shopper,” acts as an ordinary customer to test and evaluate service delivery, product experience, and interaction quality. As a result, you can determine: Whether service standards are being followed; Employees’ service and communication etiquette; The quality of products and services; The actual level of the customer experience. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote Why is it necessary? Provides an objective assessment of service quality – Shows how employees perform in real situations. Identifies gaps and weaknesses – Pinpoints issues negatively affecting the customer experience. Verifies standards – Confirms whether internal policies and service standards are being followed. Improves satisfaction – Addressing identified issues enhances the customer experience. Key Evaluation Criteria Interaction quality – Are employees courteous and professionally communicative? Service speed – What is the wait time like? Product information – Do employees provide accurate and complete information? Safety and trust – Does the customer feel safe, respected, and valued? Sales capability – Do employees recommend additional products or services? Brand Awareness Research Brand awareness research assesses whether customers know a brand, how well they recognize it, and what perceptions they hold. It influences the development of marketing strategy, the strengthening of brand equity, and the consolidation of market positioning. What is brand awareness? In simple terms, brand awareness measures whether customers can: Recall the brand without prompts? (Unaided awareness) Recognize the brand when prompted? (Aided awareness) How well they know the brand compared to competing brands. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote Primary Research Objectives Measure the level of brand awareness. Identify the channels through which customers became familiar with the brand (TV, social media, advertising). Uncover brand associations (quality, price, reputation). Benchmark against competing brands. Levels of Brand Awareness Unaided Awareness – When asked, “Which brands do you know in this category?”, the customer names the brand without prompts. Aided Awareness – Whether the customer recognizes the brand when the name is mentioned. Top-of-Mind Awareness – The first brand that comes to mind. Brand Recall & Recognition – Whether the logo, colors, and tagline are recognized. Corporate Reputation Research Corporate reputation research assesses how an organization is perceived and evaluated by the public, customers, business partners, and employees. It measures factors such as trust, positive image, and loyalty, and identifies strengths and weaknesses that influence reputation. What is corporate reputation? Public perception – What values do people believe the organization represents? Trust – How much do customers and partners trust the organization? Positive image – What overall image does the organization hold in society? Loyalty – The level of loyalty among customers and employees. Primary Research Objectives Measure the level of corporate reputation. Identify positive and negative perceptions. Determine the factors influencing trust. Provide insights to support strategies for improving brand image. Key Research Metrics Public awareness level – Whether people know the organization’s name. Positive perception – The share of people who have a positive impression of the organization. Trust index – The level of trust among customers and partners. Negative perception – Volume of negative information and complaint levels. Communication impact – Social media and media sentiment/assessment. Research on organizational culture, service quality, brand awareness, and corporate reputation provides the foundation for sustainable growth and long-term business success. SICA LLC brings years of experience across all of the above areas of organizational research, supported by a professional team, and is ready to co-develop a research solution tailored to your organization’s specific needs.

Consumer Behavior Research  Consumer behavior research examines how customers make purchase decisions, what factors influence those decisions, and which psychological and social drivers are most prominent. It provides essential foundational insights for optimizing marketing strategy, product development, and sales planning. Contents • Core concepts of consumer behavior research • The “Who, When, What, Where, and Why” questions • Factors influencing consumer behavior • Customer needs and requirements research • Customer experience research • SICA’s research services and key advantages Core Concepts of Consumer Behavior Research Consumer behavior research focuses on building a deep understanding of the purchase journey (decision journey), the stages of decision-making, and customers’ psychological and behavioral patterns. The primary objectives include: Understanding the customer purchase journey (decision journey). Identifying customers’ psychological and behavioral patterns. Uncovering the factors that influence product and service choice. Explanation of the “Who, When, What, Where, and Why” Questions These are the core questions that underpin behavioral research : Who? Who is making the purchase? (Age, gender, income, lifestyle, interests) Who is the decision-maker? (Household, organization, individual) When? When do customers purchase? (Month, season, time patterns) When do they make the decision? (Research phase vs. purchase phase) What? Which products or services are they choosing? Which features and quality attributes do they prefer most? Where from? Where do they purchase? (Retail store, online, app) Where do they get information? (Social media, friends, advertising) Why? Why do they choose a particular product? (Price, quality, brand reputation, psychological needs) Why do they delay or abandon a purchase? Factors Influencing Consumer Behavior Personal factors: Age, gender, income, education, lifestyle. Psychological factors: Needs, desires, attitudes, emotions. Social factors: Family, friends, culture, social groups. Marketing factors: Price, promotions, distribution channels. Why is this research important? For market segmentation – Accurately defining customer groups. For marketing strategy development – Delivering the right message through the right channels. For product development – Creating solutions aligned with real customer needs. For increasing sales – Leveraging the factors that influence purchase decisions. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote Customer Needs and Requirements Assessment This research answers questions such as: What problem are customers trying to solve? Which products or services can meet their needs? Why do they make a particular choice? It is a strategic study that goes beyond understanding preferences by clarifying market demand, consumption structure, and the impact of substitute products. Market Demand Share This identifies the share of demand a given product or service represents within the overall market. Example: If 10,000 households are interested in purchasing in the housing market, what percentage of them are interested in your project? Business value: Critical for sales forecasting, pricing, and marketing strategy development. Cross-Usage Examines whether customers simultaneously use multiple types of products or services. Example: Do homebuyers also want complementary services such as furniture, interior design, or insurance? (Among customers ) Business value: Identifies opportunities for bundling and cross-selling add-on services. Substitute Usage Assesses the likelihood that customers will replace your offering with alternative options. Example: Would a customer choose a rental property instead of buying a home, or switch to another development? Business value: Helps you understand competitors’ advantages and develop strategies to strengthen your value proposition. Key Research Questions Who has the need? (Age, income, lifestyle) When are they likely to purchase? What do they prefer most? (Price, quality, location) Where do they get information? (Online, offline) Why do they choose that option? (Psychological and economic reasons) Why is this research important? Clarifies market demand and consumption structure. Optimizes product development, pricing, and marketing strategy . Creates opportunities to reduce competitive impact and increase customer loyalty. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote Customer Experience Research This research evaluates the end-to-end customer experience by assessing factors such as how customers feel during purchase and service use, the quality of interactions, ease of use, and the gap between expectations and actual experience. Why is it important? Increases satisfaction – A strong experience builds loyal customers. Identifies negative experiences – Pinpoints where issues occur. Protects brand reputation – Positive experiences drive favorable word of mouth and repeat purchases. Boosts sales – As the experience improves, the likelihood of recommendation increases. Key factors influencing customer experience Quality of interaction – Staff courtesy and responsiveness. Product quality – Whether it meets expectations. Ease of use – Online and offline processes. Emotional response – Does the customer feel valued? Safety and trust – Data protection and reliability. How is the research conducted? Define touchpoints – Every interaction point (website, store, service center). Conduct surveys and interviews – Collect feedback on the experience. Calculate key metrics – CES, CSAT, NPS. Perform qualitative and psychological analysis – Customer feelings and attitudes. Develop an improvement plan – Actions to reduce negative experiences. Consumer research is not merely data collection—it is the foundation of business success. Our organization has years of experience in this field, with a dedicated team of industry professionals, and we deliver the following research services to the highest standards: Customer needs and requirements research – Precisely quantifies demand, cross-usage, and substitute usage. Consumer behavior research – Answers the core questions of who, when, what, where, and why. Customer satisfaction research – Using internationally aligned methodologies such as CSAT, NPS, Loyalty Matrix, and Satisfaction Drivers. Customer experience research – Provides in-depth analysis of purchase and service-use experiences and interaction quality. In addition to quantitative data, we conduct qualitative research, psychological analysis, and deep market analytics to help you make business decisions grounded in real evidence. Years of experience Team of professional researchers Use of international methodologies and standards Tailored solutions aligned with your business context Related resources: Customer Research for the Prosecutor’s Office Customer Research

Consumer research? A Comprehensive Guide to Customer Satisfaction and Loyalty Research Consumer research (“Consumer research” / “User research”) is a structured and systematic process of studying customers’ needs, behaviors, requests, pain points, and decision-making journey in relation to a product, service, or brand. Contents What is the objective of the research? Customer satisfaction research Key methodologies for measuring customer satisfaction How is customer satisfaction research conducted? Related resources By researching your customers’ preferences, satisfaction, and behaviors, you can better anticipate their needs, retain existing customers, attract new customers, and gather the foundational insights required to make well-informed decisions. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote What is the objective of the research? Identify customer needs and requirements Select the right target segment Improve products and services Develop marketing and sales strategies Make pricing and positioning decisions Reduce the risks associated with new product development The following types of consumer research are commonly used. Customer satisfaction research Why is this research important? Understand customer ratings – Are they satisfied with your product? Identify weaknesses – Where do you need improvements? Increase customer loyalty – The higher the satisfaction, the more repeat purchases increase. Increase sales and profitability – Satisfied customers are more likely to recommend you to others. Key methodologies for measuring customer satisfaction 1. CSAT (Customer Satisfaction Score) CSAT is the most widely used metric for directly measuring customer satisfaction. Question: “How satisfied are you with our product/service?” Response: Typically rated on a 1–5 or 1–10 scale. Strength: Simple and easy to interpret. Limitation: Captures satisfaction at a single point in time. 2. NPS (Net Promoter Score) NPS measures the likelihood that a customer will recommend your company to others. Question: “How likely are you to recommend our company to your friends or colleagues?” (0–10) Classification: Promoters (9–10): Highly loyal customers with a strong likelihood to recommend. Passives (7–8): Neutral customers. Detractors (0–6): Customers with unfavorable perceptions. Strength: Provides a clear view of customer loyalty. Limitation: Does not explain the reasons behind low willingness to recommend. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We research the structure of Mongolian and international markets, supply and demand dynamics, competition, and consumer behavior to help you develop a data-driven business strategy. Contact Us Request a Quote 3. Loyalty Matrix The Loyalty Matrix segments customers by combining loyalty and satisfaction. Loyal and satisfied – The most valuable customers. Loyal but dissatisfied – Customers remain loyal despite product/service issues. Not loyal but satisfied – Short-term or occasional customers. Not loyal and dissatisfied – A high-risk segment. 4. Satisfaction Drivers These are the primary factors that influence customer satisfaction: Product quality Service speed Price and value Quality of communication Ease of use Based on the findings, you can identify which factors have the greatest impact and implement targeted improvement actions. How is customer satisfaction research conducted? Define objectives – What will you measure? (e.g., service speed, product quality) Design the questionnaire – Short, clear, measurable questions. Field the research – Online, email, phone, or in-person. Analyze the data – Calculate results and derive insights. Implement improvements – Address the issues identified. Sample questions Did our product meet your expectations? Were you satisfied with the speed of our service? Would you recommend our company to your friends or colleagues? Customer satisfaction research is a core indicator of business performance. When conducted consistently, it enables you to enhance the customer experience and build long-term customer loyalty. Related resources: Customer Research for the Prosecutor’s Office Consumer Behavior Research

What is the Market Research? The Key to Making Data-Driven Business Decisions Market research is a systematic process of collecting and analyzing information needed to make accurate and well-founded business decisions. It aims to identify market size, structure, customer needs, competition, and potential opportunities and risks. Simply put, market research answers key questions such as: Who is likely to buy your product or service? Where is demand higher? What factors influence purchasing decisions? What strategies are competitors using? By understanding these, businesses can better interpret market conditions, optimize future plans, reduce risks, and identify growth opportunities early. Content What is market research? Key objectives of market research Main research methods Core indicators of market research Import market research Industry market research Conclusion Key Objectives of Market Research The main goals of market research include: Determining market size – how many consumers and how much demand exists Understanding customer needs and buying behavior Assessing competitors’ strengths, weaknesses, and market positioning Identifying market opportunities and risks Supporting decision-making when introducing new products or services As a result, your business can choose the right segment to focus on, determine pricing, select distribution channels, and craft effective communication strategies. Main research methods Market research is classified according to data sources, purpose, and methodology. The main types are: Primary researchCollecting information directly from consumers (surveys, interviews, focus groups).This data is tailored to your business and is highly valuable for decision-making. Secondary researchAnalyzing existing data from organizations, government, or international sources—such as statistical reports, industry studies, and publications. Quantitative researchBased on measurable numerical data such as market size, share, and trends. Qualitative researchExplores customer psychology and motivations behind purchasing behaviors. It answers questions like: “Why do they choose this product?”, “Why did they prefer a competitor?” SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We analyze Mongolian and international market structure, supply and demand, competition, and consumer behavior to help you build a data-driven business strategy. Contact Us Request a Quote Core Indicators of Market Research Market SizeHow many consumers exist and how much demand is there? Market Growth How is the market changing year by year—growing, stable, or declining? Market SegmentationClassifying consumers by age, income, location, interests, and lifestyle to identify high-value segments. Competitive AnalysisEvaluating the number of competitors, their strategies, strengths, weaknesses, and brand positioning. Demand and Supply AssessmentIs demand sufficient, or is supply exceeding demand? This directly affects pricing and sales strategies. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We analyze Mongolian and international market structure, supply and demand, competition, and consumer behavior to help you build a data-driven business strategy. Contact Us Request a Quote Import Market Research Import market research analyzes the following aspects of imported goods. This helps assess the impact of foreign products and develop strategies for domestic production and new product entry. Import volume and priceWhat products enter the market, in what quantity, and at what price levels? Country of originWhich countries supply the most? What advantages or quality differences exist? Demand and usageWhat product types, quality levels, and price ranges do consumers prefer? Substitute productsCan domestic products replace imported ones? How can they compete? Import market research is crucial for pricing, quality improvement, and brand positioning. SICA LLC SICA LLC RESEARCHCONSULTING COMPANY We analyze Mongolian and international market structure, supply and demand, competition, and consumer behavior to help you build a data-driven business strategy. Contact Us Request a Quote Industry Market Research This focuses on the overall situation of a specific industry, identifying internal structure, growth, opportunities, risks, and market players. Industry demand and supplyWhich products or services are in high demand? Which segments are most active? ProductionCapacity, technology level, and number of domestic manufacturers Transportation and distributionHow products reach consumers, logistics cost, and efficiency Sales channelsEffectiveness of online/offline sales and customer buying behavior Legal environmentTaxation, import policies, standards, and regulations This type of research helps identify industry trends, growth opportunities, and risks, supporting long-term strategy planning. Conclusion Market research forms the foundation of sound business decisions. A business backed by accurate information and real insights is always closer to success. Making decisions without research, however, involves high risk and can lead to unnecessary cost and time loss. Before your organization launches a new product, enters a new industry, adjusts pricing, or updates brand positioning, relying on market research is the most effective step. 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MONGOLIAN GENERATION STUDY 2025 We have been implementing "Data Literate Nation" strategy since 2020. As part of our strategic plan, we conducted the first nationwide “Mongolian Generation study,” revealing the values, lifestyles, perspectives, and aspirations of four distinct generations. The study provided a comprehensive snapshot of Mongolian society at that time, offering valuable insights into generational differences and shared characteristics. Five years later, in 2025, we revisited this research to capture the evolving dynamics of Mongolian society and highlight the changes and continuities between generations. This study goes beyond numbers and statistics—it provides a deeper understanding of the long-term shifts in attitudes, social values, and cultural outlooks shaping Mongolia today. Why This Study Matters It enables businesses, government agencies, educational institutions, and research organizations to make strategic decisions grounded in reliable data. By identifying generational differences and commonalities, the study supports efforts to foster mutual understanding and collaboration across society. The voices and perspectives of survey participants serve as actionable insights for policymakers, business leaders, and researchers. We are proud to make this updated study publicly available, empowering individuals to explore the unique traits of their own generation, better understand other age groups, and gain a clearer view of Mongolia’s development trajectory. At SICA, our mission remains the same: to continuously measure and analyze societal changes, promoting data-driven decision-making and helping organizations and communities thrive in a rapidly evolving world.If you want to learn more about study: https://www.datamon.mn/content/detail/111/

MEF YOUTH 2025 The MEF Youth event, which brings together representatives from the government, private sector, civil society, and international organizations, successfully concluded its third annual edition under the theme "Rebuilding Trust". The event aims to provide young people with a deeper understanding of the country’s economic and social development. At the event, we publicly presented the 2025 edition of the “Mongolian Generation Study” for the first time. Through this research, we aimed to showcase how the attitudes, beliefs, and consumption behaviors of different generations in Mongolian society, as identified in 2020, have changed by 2025.

World Bank Enterprise Survey in Mongolia This survey gathers opinions and facts about the business environment facing businesses like yours. The information collected will represent the private sector's vision of the challenges and opportunities in the economy and in the global market, meaning you have the opportunity to make your voice heard alongside thousands of other businesses from around the world. We are conducting this study in collaboration with ACT Global from Georgia. For more information : https://www.enterprisesurveys.org/.../world-bank...

HAPPY 15TH ANNIVERSARY! On April 27, 2025, SICA is celebrating its 15th anniversary. During these 15 years, the employees, esteemed clients, partners, and collaborators have worked together to create value and contribute to the company's success. We extend our heartfelt congratulations to all of you on this auspicious occasion, and wish you prosperity and happiness. As we embark on new ventures and continue to strive for excellence, we look forward to your continued support and collaboration with SICA.

sanchir garagiin zochin Just as a doctor diagnoses a disease before treating it, research is essentially the process of making a diagnosis. CEO J.Erdenebileg appeared as a guest on Eagle TV's "Sanchir garagiin zochin" program — be sure to watch it. If you’d like to watch the full episode, click here: https://www.youtube.com/watch?v=E40MDhKW8F4&t=1059s