Customer Experience Research Agency

Customer experience optimisation is never a one size fits all exercise.

That’s why, before we assess the customer journey we’ll take a good look at your customers – to make sure we understand their different experience-related attitudes, needs and drivers.

We’ll also look at their broader, category and brand references – to identify the different expectations that these create.

Armed with this vital, contextual understanding, we will then accompany each research subject on their customer journey, reviewing the nature of their experience at each touch point.

Our customer-centric approach means we won’t just identify the individual customer experience issues and pain points, we’ll also be able to explain which consumers they most affect and the wider impact they have on that customer’s attitude towards your brand.

From the brand research perspective, we’ll also be able to explain the impact of those issues on your brand’s ability to drive levels of customer acquisition, retention or satisfaction.

Finally, we’ll identify the nature of the individual solutions required, from the customer’s point of view.