Customer Insight
Listen – Analyse – Action
With our Customer and Shopper Research we delve into the mind of your customer, providing insight into the customer experience through customer journey mapping.
We use a wide range of customer experience research methodologies, including:
Surveys - Research Panels - Mystery Shopping
Research analysis is completed at the time of the call or visit, taking particular note of your KPI’s and core values. The eyes and ears of our expertly trained researchers make thorough real time reports ensuring accuracy of the moment. The quantitative and verbatim qualitative results are analysed and combined to give an impactful view of your customers’ experience.
Customer opinion is more sought after than ever by companies wanting to increase brand strength and enhance the customer experience (CX), ultimately leading to improved brand loyalty and profitability. With modern technology making it easier for customers to report poor customer service to a huge audience, it is imperative businesses protect their reputations. Marketing teams use us to:
- Highlight customer expectations
- Track progress and benchmark results
- Identify customer satisfaction
- Find repeat purchase intentions
- Use generalised data to fuel strategic planning
- Track and monitor NPS (Net Promoter Score)
- Measure compliance with company standards and KPI’s
- Protect the brand’s reputation by identifying KPI fails
- Give context to customer heartburns
- Provide clear regionalised results, individual managers are alerted to non-compliance
- Highlight missed opportunities in store
We use a wide range of customer experience research methodologies, including:
Surveys - Research Panels - Mystery Shopping
Research analysis is completed at the time of the call or visit, taking particular note of your KPI’s and core values. The eyes and ears of our expertly trained researchers make thorough real time reports ensuring accuracy of the moment. The quantitative and verbatim qualitative results are analysed and combined to give an impactful view of your customers’ experience.
Research Results - Your dedicated key account manager can provide you with varying levels of reporting and analysis; raw data right through to board style presentations ready to deliver and feedback into the organisation.
Let’s tackle customer experience versus reality together
