Customer Experience Research
We are a specialist customer experience survey agency and experts in the measurement and analysis of customer loyalty and customer satisfaction surveys. We help companies to measure and track key performance indicators and the key drivers of satisfaction.
Our aim is to help companies improve the customer's experience and associated metrics by delivering relevant, meaningful and cost-effective benefits to our clients. Some of the ways we help clients include:
- Customer relationship – Improving the (emotional) relationship with your customers/staff
- Customer retention – Measuring and improving customer loyalty
- Advocacy – Increasing word of mouth (Net Promoter Score)
- Reducing costs – Satisfied customers are less likely to complain or require extra servicing
- Staff turnover – Identifying ways to improve staff turnover, loyalty and morale
whether your customers are shoppers, travelers, business clients, tenants, banking, IT or customers in a restaurant… our tailor-made ad-hoc and continuous customer satisfaction research projects are designed to help you understand your customers attitudes, their journey, experience, needs and satisfaction.
we can combine a number of methodologies and techniques to address your customer insight needs. Our services include:
- Exploration: Qualitative telephone and face to face depths and Focus groups
- Measurement surveys: Telephone, Mobile, Email & Online and IVR (Voice Recognition)