Customer Research

As a leading UK research agency, we've been designing tailored customer experience and market research programmes for over 20 years.

From qualitative exploratory research and customer journey mapping, to quantitative customer satisfaction surveys, action planning and customer engagement, we'll help you deliver actionable research aligned with your business objectives.

We work with customer-focused B2B and B2C organisations of all shapes and sizes, in most UK industries, on projects worth anywhere from £3,000 to over a million. We develop relationships that last - we're really proud that 9 out of top 10 clients have been with us over 10 years.

We know that every research project is different and we've developed a range of solutions to create tailored research programmes. Find out more about how we can help below.


Qualitative Research

Good customer research means looking at the experience the way customers see it. We use qualitative techniques to get close to customers so that we can understand their thoughts, feelings, and decisions. Exploratory research will make sure your survey is measuring the right things.


Measure & Track

Quantitative Research

The heart of customer experience research is a robust measure of how your customers feel. Strategic surveys will offer you a consistent set of results to track and monitor the health of your relationship with all your customers. We will help you understand how customer satisfaction and attitudes lead to loyalty behaviours such as retention, related sales, and referrals.


Plan & Act

Experience Design

You’re researching the customer experience in order to improve it, but organisations often embark on a survey without a clear plan of what they’re going to do with the findings. We can help you structure workshops and service design sessions so that you and your colleagues can clarify what you’re trying to achieve, link customer insight to your internal processes, and develop clear and specific action plans to improve.


Storytelling & Culture Change

Creative Communication

From a customer’s perspective, research can be frustrating because they don’t know what is being done with their feedback. It’s important to communicate your research story to show how important the survey is to you and what you’re doing to improve. We’ve seen that customer communication can make a big difference to response rates (demonstrating that you listen) and improved perceptions.


Get in touch

Get in touch to find out more about exploratory research and how we can help you gain an in-depth understanding of your customers today.