Neurosense & Ogilvy PR
The American Express Service
Study
Objectives of the study
To research and where possible support the following
hypotheses:
• Providing and receiving great service feels good
• Providing and receiving great service can be good for you
• Providing great service feels as good as receiving it
• Great service feels so good there is an innate, human desire
to pass that feeling on
Methodology
The study was structured in two complementary phases :
1. Phase one: Canada, UK, Mexico, Australia. Tackled the
psychological response to great service, capturing participants’ non-
conscious emotions and attitudes using Neurosense’s proprietary
online BrainLink™ software.
2. Phase two: measured the physiological reactions (heart rate,
breathing rate and galvanic skin response) participants had to great
service. Phase two was conducted using N-RAM™ processes and
biometric equipment in the labs at the University of West of England
in Bristol.
• The study took place during April and May 2013
How implicit works
The brain stores information based on closeness of association or shared meaning between concepts
FLOOD
WATER
WET
RAIN THAMES
Safari
PLEASE NOT ME!
How we did it…
THE AMERICAN
EXPRESS
SERVICE STUDY
Physiological
Measures
UK Based
Semantic
Priming
Video Stimuli
Prime Words (e.g. happy,
content)Semantic
Priming
Four Brand
Markets
RESULTS
Target Words (e.g. feeling
relieved, being
helpful)
Phase 1:
BrainLink
Phase 2: N-
RAM
Phase Sample Measure Input
Nicki Akers Account Director At Ogilvy PR
A healthy dose of service is just what the doctor
ordered: how great service can improve your health
Physiologically Psychologically
Emotionally
The American Express Service Study: The Results
Conclusion: Was the study able to
support the initial hypotheses
• Providing and receiving great service feels good…
Yes
• Providing and receiving great service can be good for you…
Yes
• Providing great service feels as good as receiving it…
Yes
• Great service feels so good there is an innate, human desire to
pass that feeling on…
Yes
Nicki Akers Account Director At Ogilvy PR
The Implications for American Express
Thank you
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