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

How well do your people understand customers?

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

Detailed report
  • You’ll receive a detailed report and final presentation with a full explanation of all the results

Priorities for Improvement
  • We recommend the key areas to focus on to help your people become more empathic to customers

Get in touch

Get in touch to find out more about Customer Empathy research and how it would work for your organisation.