We help our clients to improve their understanding of customer experience and find out more about what matters most to their service users.
Within our customer insight research practice, we have a particular strength in engaging people who are often thought of as ‘difficult to reach’.
To broaden our networks and keep pace with the latest knowledge, we regularly collaborate with a range of leading research organisations and voluntary sector partners.
Our work in this area includes:
- Customer satisfaction research: helping you measure and track customer satisfaction, understand the underlying factors that shape these interactions, and identify implications for service design and delivery.
- Customer journey mapping: understanding how different groups of customers access and navigate your services, identify ‘bottlenecks’, and highlight areas of duplication and gaps in provision.
- ‘Channel shift’ and behaviour change: using segmentation techniques to help you understand more about how different groups of customers interact with services, including their willingness and ability to ‘self-serve’ and do more to support themselves.