Listening across every channel
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.
Customer Experience (CX)
Our Customer Experience (CX) research projects provide management with qualitative feedback, detailed metrics and strategic insight.
A typical CX project will help the organisation:
- Improve customer retention and promoter sentiment
- Understand customer needs/wishes and inform development of products and services
- Measure CX performance of products & business functions against competitors
- Establish organisation-wide CX performance framework
- Find and improve underperforming areas
- Find and eliminate customer negativity
- Identify Sales and Account Management opportunities
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.
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 promoter 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 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.
Analysis and expertise
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.