Made human.

Welcome to the intersection of data and human connection.

Pleased to meet you. If you’re here, there’s a good chance you’re looking to create more engaging experiences for your brand. That’s where we come in. We collect, measure and analyze data, and use this know-how to help you make your brand more proactive. Simply put, we observe the way people walk, talk and think, and use that to help you sell them the kind of stuff they like. Curious? Read on.

A brand is a true living, breathing thing. And every contact with your brand is a handshake, a human experience.

By bringing together creativity and data-driven insights, we inspire the emotional connections that generate the kind of results you’re looking for.

Brands made human.


A brand is a true living, breathing thing. And every contact with your brand is a handshake, a human experience.

By bringing together creativity and data-driven insights, we inspire the emotional connections that generate the kind of results you’re looking for.

Employee Experience

EMPLOYEE IMPRESSIONS MEET BRAND EXPERIENCE

Be nice to your employees. They’re one of your greatest brand assets. The first and foremost ambassadors of your brand. Out there on the front lines, promoting your brand, and seeing firsthand how clients interact with it. Which is why it’s super important to make sure your employees are getting all they need to make your brand shine. That’s where we come in. We help measure, monitor, and manage the overall employee experience, so they can best advocate for your brand and inspire loyalty. Which is a big bonus for you — from reducing training and recruiting costs to more loyal customers.

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A brand is a true living, breathing thing. And every contact with your brand is a handshake, a human experience.

By bringing together creativity and data-driven insights, we inspire the emotional connections that generate the kind of results you’re looking for.

Brand Experience

CREATIVITY MEETS BRAND METRICS

If creativity is the soul of your brand, then data is your DNA. We bring them both together by taking the data and insights cultivated from hexa — our customer experience management platform — and engineering the brands that people truly love. How do we do it? We optimize experiences and test new concepts. Build business cases. Diagnose perception challenges. And offer relevant value. The result: data-driven brands with a seriously human touch.

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A brand is a true living, breathing thing. And every contact with your brand is a handshake, a human experience.

By bringing together creativity and data-driven insights, we inspire the emotional connections that generate the kind of results you’re looking for.

Customer Experience

REAL PEOPLE MEET CONSUMER PROFILES

Bringing customers and brands closer together is our raison d’être. And we’re really good at it. Because we go far beyond consumer profiles to understand customers as humans first. The magic behind it all is behavioural science and technology. Helping us to understand the key drivers of satisfaction, and build the brands that people really love and can’t do without.

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Partnerships made human.

We offer customized business solutions across many industries

“Union works with us and our network of more than 300 hardware stores to ensure the consistency and quality of the services we offer our customers. This process helps us develop a strong brand image as well as retain our customers and attract new clienteles.”

Claudie Gervais, Principal Director, Marketing and Business Intelligence, BMR

Our clients

Knowledge made human.

Yes, something as vague and fluid as customer experience can be measured, and managed.

Think of us as your partner in bringing your CX culture to life.

It goes without saying. But we’re going to say it anyway. Knowledge is only as good as what you do with it. Numbers, data, statistics. They need context, insights. And at the Union Institute, we’re all about transforming this knowledge, into action. How do we do it? We take our findings, and we partner with people like you — professionals, teams and organizations to map out a way to bring it all to life. Ultimately, helping to design a proactive service culture for all.

UNION INSTITUTE

hexa mockuplanla mockup

Say hello to hexa. One of our secret weapons. Or secret sauce, if you’re more of a sauce fan.

hexa is a customer experience management platform designed to help you develop deeper relationships with your customers.

DATA SIDE

hexa works hard to gather the information you need to adapt your business to the times. Capture the voice of customer. Real-time notifications. Delivering feedback. Giving you AI-based analytics so you get what’s working and what’s changing in your business. And what needs to be worked on. In short, hexa helps your business improve customer satisfaction.


HUMAN SIDE

Of course, all of this data, really is just nothing, a bunch of numbers, and graphs and fancy pie charts without insight. That’s what we’re here for. The human component. And we’ve got 20 years experience in analyzing the numbers, reading between the lines, and pulling back the curtains to give you a candid look at what makes your business work, and how we can help improve it.

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You’re going to love Lanla.

Because lanla is about engaging mystery shoppers to help better understand norms and standards and how real consumers perceive and interact with your brand.

DATA TALK

lanla is Union’s mystery shopping service, which has been a leader in the field for two decades. Real consumers in real situations. Direct feedback about norms and standards and the overall customer experience. We even do NPS Benchmark studies and competitive reporting too, if you like. In short, Lanla delivers detailed information about how customers interact with your brand and perceive your brand.


HUMAN TALK

You won’t find a more human methodology than our 200,000 mystery shoppers. It’s a truly unique approach. Shoppers from all walks of life giving you the real goods on your brand or business. Invaluable information in your quest to understand your customers not just as customers, but as real humans with likes, dislikes, loves and quirks. So that you can ensure conformity, maintain your standards and keep up with your customers with experiences they can relate to.

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Contact made human.

We are not robots. Let’s talk.

Toll-free:  866-333-5265
Local:  450-464-5265

Or drop us a line.