Research: understand your customers and employees | Customer Plus – The award-winning customer experience consultancy

Understand your customers and employees
Understand your customers and employees

Research

The motivations and attitudes that drive your customers’ and employees’ behaviour gives you the insight to develop and tailor what you do to meet and exceed their expectations.

Customer and employee insight you can use

Volumes of data and reports can be overwhelming and of limited use, so we present our insight as actions you can implement in the short, medium and long term.

Use your research to benchmark against the best

Benchmarking against others lets you see how you compare and gives you the advantage of knowing what you’re doing best, and what you need to do to beat the best.

One measure we use for benchmarking is Net Promoter Score (NPS) – the willingness of your customer or employee to recommend your organisation to a friend or associate. A key metric used across FTSE100 and DOW J companies, including customer service leaders like Amazon, Virgin and Ford, NPS is rapidly becoming the standard used across industries and markets.

Knowing your NPS gives you an international standard to work with.

Qualified and quality-assured research

Our consultants are Satmetrix-certified NPS associates and Market Research Society-validated to ensure the accuracy and efficacy of your research.

Market Research Society Company Partner
Satmetrix certified NPS consultants

Services

Capture the views and opinions of your customers using proven methodology, including Net Promoter Score, through tailored on and off line satisfaction surveys

A review of the customer journey from start to finish, using grounded theory and good practice to analyse each step of the journey

Creation, organisation and facilitation of focus groups to gain detailed qualitative insight

Capture the views and opinions of your employees using proven methodology, including Employee Net Promoter Score, through tailored on and off line satisfaction surveys

Informative secondary research using academic journals, current thinking and trend analysis to provide insight or set benchmarks

Talk to us

Whether you’re in the early planning stages or looking to refine your approach we’re more than happy to talk it through with you and share our expertise.

Fill in your details below and a member of the team will be in touch.

Who we work with

20,000 nominations for customer service excellence

Driving a consistent service culture for TrustFord so that every customer’s experience was a great one, supporting 8% sales growth during the recession...

19% increase in NPS driven by employee engagement

Delivering a strategic vision and internal communications strategy for rail engineering consultancy that drove NPS from +41 to +60 and employee NPS from +22 to +38...

£100,000,000 savings through successful culture change

Engaging 55,000 staff for Birmingham City Council, Europe’s largest local authority, to deliver a radical culture change and year-on-year revenue savings...