Customer Empathy

How well do your employees understand your customers? Closing the perception gap between staff and customers can be a crucial step in making sure you get the most from your customer research. A customer empathy survey is a quick and easy way to find out where you are.

Improving their customer empathy can help your employees understand the how and why of customer feelings and as a result they will be better prepared to solve their problems and meet their needs.

For example, a mirror survey can help you identify the difference between customers and employees perceptions - what your customers see as their main problems versus what your customer service team believe they are. This is a powerful tool and can help you prioritize areas for improvements.

You need this if…

  • You want a measure of how well staff understand customers
  • You need to gain buy-in to the importance of measuring customer views accurately

What we do

  • In-house web survey design and hosting (mobile optimised)
  • In-house analysis and reporting

What you get

  • Perception gaps. We’ll build analysis of the perception gaps in to your customer survey report to show where employees are seeing things differently to customers

To find out more about Customer Empathy research and how it would work for your organisation, complete our short online form and a memeber of the team will come back to you.

You might also be interested in:

Customer Empathy and Mirror Surveys - Webinar

Do your colleagues see things the same way as customers? This webinar discusses how improving their customer empathy can help them be better prepared to solve their problems and meet their needs. And how a mirror survey can help you identify the difference between customers and internal colleagues’ perceptions.

Register now >

Customer Insight Magazine

Created and published in house by TLF Research. Our Customer Insight Magazine contains features, case studies and latest thinking on creating an outstanding customer experience. We hope you enjoy reading it!

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