We provide customer and stakeholder insight - measuring experience, satisfaction, attitude, sentiment, preference and affinity in B2B and B2C Customers, Brokers, Partners and Members.
We help organisations listen to their stakeholders, qualitatively and quantitatively, through on-line, telephone, face to face and postal channels. Our capability can measure customer-engagement across geographic and cultural boundaries addressing markets in multiple languages and time-zones.
Our Customer Experience (CX) research projects provide management with qualitative feedback, detailed metrics and strategic insight.
A typical CX project will help the organization:
Research outputs can feed manually or automatically into your organisational score-card or management system to provide key staff with an objective view of customer experience.
We have a number of additional research project types:
Continuous feedback survey - A continuously running survey engaging with your customers after they have had a significant interaction with your organisation. Post-sale, post-claim, post-complaint - the system provides the ability to monitor customer satisfaction, and trends in brand loyalty and net promotor score, on an on-going basis. It allows management to quickly identify operational issues and to understand what is working and what isn’t.
Post-engagement satisfaction - At the end of each project the your business simply sends an individual e-mail to their customer. Management can monitor client satisfaction at any time using the real-time on-line reporting portal
Stakeholder insight - Gathering a mix of structured qualitative commentary and hard metrics to provide an insight into the satisfaction of Funders, Governors, Stakeholders and Project Partners. Can be undertaken using on-line, interview and telephone as required.
Some customers prefer us to undertake the analysis of the response data and others are happy to do this themselves. For some customers we provide a full analysis and action-plan.
Our team is multi-disciplinary and our survey consultant is a leading academic in the field of occupational psychology. We have a reliable and transparent survey project management methodology which delivers reliable and high-quality results every time. Our survey environment is highly secure and is certified to ISO 27001:2013.
