we specialise in all
aspects of customer
experience

we research every step of
the customer journey

We use our research experience, problem-solving skills and analytical expertise to find pragmatic, commercial solutions that are robust enough to meet your business objectives and fit your budget.

Typically, we help our clients:

Identify strategic priorities in customer experience

  • Who are your most valuable customers? Are you meeting their needs?
  • Where are the critical moments of truth in the journey?
  • What is the impact of current service delivery on acquisitions and retention?

Understand what aspects of their brand are valued

  • How do people think of your brand, products or services?
  • What aspect of the brand experience do potential and existing customers value most?
  • Is the brand experience consistent across all touchpoints?

Stay one step ahead of the competition

  • How do you perform against competitors or Best in Class providers
  • What are the emerging threats and opportunities for your brand?
  • How can you leverage “hot issues” to your advantage?

We work with Consumers and Small & Medium Business audiences.

general services
  • Set-up & design
  • Questionnaire writing
  • Analysis
  • Report writing & synthesis
  • Presentation
  • Workshops & away-days
research areas
  • Customer experience
  • Usage & Attitude
  • Segmentation
  • Brand image
  • Innovation
  • Pack testing
  • Pricing & trade offs
qual & quant methods
  • Online, Face-to-face, Telephone
  • Stakeholder interviews
  • Depths & Groups
  • Accompanied shops
  • Data analysis
  • Advanced statistics
sector expertise

We have explored customer experience across a wide range of sectors: from food to mobile phone manufacturers, from telco & financial service providers to high-street retailers – online, in-store, by telephone, email, SMS and smartphones.