Our bespoke ad-hoc and continuous projects are designed to understand customer attitudes, journey, experience, needs and satisfaction (whether these be shoppers, passengers, viewers or students).
Our research not only highlights customer’s satisfaction and engagement but also answers the key questions; why are they happy/ unhappy and what can be done to improve satisfaction leading to increased sales, visits or recommendations?
Some examples of the breadth of our customer experience research include:
- Our award winning customer satisfaction tracker conducted for BSkyB, the results of which are regularly presented to the Board and the City
- Customer Satisfaction Monitors for Train Operating Companies which examine passengers’ attitudes using rolling or quarterly fieldwork periods.
- A quarterly tracker holistically reporting on customer experiences of a UK home service provider
- A large UK wide retail tracker for Dixons, conducted using our An-Stream methodology
- Reconvened Budget Consultation research with a number of district and county councils.
- A postal tracker obtaining feedback on National Grid Gas Distributions service in the areas of Connections, Planned Work and Emergency Response. Reporting monthly and quarterly to feed into requirements by Ofgem as well as the client.
- A large automotive tracker for Mercedes-Benz UK conducted using our online research technology with in excess of 100,000 returns annually. Reported via a bespoke web portal with live feedback.
- An ongoing study for Anchor Trust with residents of care homes and assisted living.
For further information please contact: Richard Barton, Managing Director, Steve King, Head of Customer Experience and Operations, or Graham Craigmile, Research Director:
E: richard.barton@spafuturethinking.com or steve.king@spafuturethinking.com or graham.craigmile@spafuturethinking.com
T: +44 (0)20 7843 9777
T: +44 (0)1865 336 400
T: +44 (0)1494 688 400
