Leading Edge was commissioned by BRE (Building Research Establishment) to undertake a comprehensive market research project focused on their Energy Performance Certificate (EPC) services. The research aimed to benchmark BRE’s offering against key competitors, understand current customer perceptions, and support strategic decision-making around service development and pricing.
Research Objectives: Understanding the EPC Landscape and Customer Preferences
BRE operates in a competitive and evolving EPC market, serving both domestic and non-domestic sectors. The organisation wanted to:
- Understand how customers and ex-customers perceive BRE’s EPC services.
- Benchmark their offer against those of competing providers.
- Identify areas for service development and pricing optimisation.
- Gather insight to support future product innovation and positioning.
The research was designed to provide not only a snapshot of the current market but also deeper insights into the drivers of choice and satisfaction among EPC assessors and end users.
Methodology: Engaging a Broad Mix of Stakeholders
We conducted 230 in-depth telephone interviews with a wide range of participants, including:
- Domestic EPC customers
- Non-domestic EPC customers
- Lapsed or former BRE customers
This diverse sample allowed for a balanced view across different user types and use cases. The qualitative depth of the interviews gave us a strong understanding of expectations, service satisfaction, and market pressures.
Analysis and Findings: Customer Perceptions and Market Trends
The interview process generated rich quantitative and qualitative data, enabling us to:
- Explore key factors influencing provider choice (e.g. pricing, turnaround time, support).
- Identify where BRE was perceived as strong — and where improvements were needed.
- Understand why some customers had moved to competitors and what might bring them back.
- Detect emerging trends in the EPC space, such as rising expectations around digital reporting and data access.
We synthesised the findings into a clear set of recommendations, helping BRE interpret the results in the context of their strategy and competitive environment.
Outcome: Insight-Led Strategy and Service Enhancement
The insights generated through this project equipped BRE with the evidence needed to:
- Develop new service propositions that better meet customer needs.
- Adjust pricing models to improve competitiveness and profitability.
- Refine their communications to better highlight key differentiators.
Ultimately, the research helped BRE strengthen its market position, enhance its reputation among assessors and clients, and better align its EPC service offering with the evolving needs of the market.
Why This Matters in the EPC Market
In a sector where compliance, cost, and customer experience all carry significant weight, understanding the drivers of satisfaction and loyalty is essential. This project illustrates the value of targeted market research in helping a specialist provider like BRE stay competitive, innovative, and customer-focused in a fast-moving regulatory landscape.
