News & Opinion
News & Opinion
You can't over-communicate
These are the four parts that any customer experience improvement programme needs: Understand & Explore, Measure & Track...
News & Opinion
Why you can't measure engagement until you define it
There's a curious paradox about employee engagement: of all the psychological measures we use in business it's one of th...
News & Opinion
UKCSI January 2022
The UKCSI is an independent, national benchmark of customer satisfaction published each January and July across 13 secto...
News & Opinion
Do customers know too much about NPS?
Our panel research shows that 10% of customers change the score they give because they know how NPS works.
News & Opinion
Five ways to improve the customer experience
We measure customer satisfaction so that we can find ways to improve the customer experience, but many organisations str...
News & Opinion
Ask us Anything - Live Zoom Session - Questions and Answers
We enjoyed our live Zoom question and answer session on 2nd November 2021. Here is a selection of the answers to the que...
News & Opinion
Our Client Survey Results 2021
It would be pretty strange if we didn’t survey our own customers, wouldn’t it? Every year we ask for their feedback on h...
News & Opinion
What your event-driven research is missing: the strategic view
Event driven research can sometimes result in customer research being seen as a tactical measure, rather than a strategi...
News & Opinion
Why National Customer Service Week Matters
Today is day 3 of National Customer Service Week (NCSW), which is our annual chance to focus on the importance of custom...
News & Opinion
Qual in the time of Coronavirus
It's never been more vital to make sure that you understand your customers. As researchers, when we want to find out how...
News & Opinion
UK Consumer Sentiment - Latest Results
Since October 2018 we’re been using our panel to track 3 key measures of consumer confidence and we're really pleased to...
News & Opinion
The hidden world of ownership design
Do you recline your seat on a plane during short-haul flights? What's interesting about this question is that it splits ...
News & Opinion
Customer relationships post-Covid
Customer relationships have come under strain over the past couple of years from both Covid-19 and Brexit. This report r...
News & Opinion
Benchmark The Process
Top performing sportspeople often talk about the importance of focusing on the process, not the outcome.
News & Opinion
Thinking clearly about confidence intervals
All survey statistics come with a degree of uncertainty, which we normally call their confidence interval or margin of e...
News & Opinion
Understanding financial implications of customer service
A guest article from Don Hales on his experiences as the chairman of judges for the National Customer Service awards. Do...
News & Opinion
Savings and Investments Product Infographic
If you have a range of products, or different services aimed at specific audiences, infographics can be used to segment ...
News & Opinion
Employee Engagement Internal Comms
Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...
News & Opinion
Colleague Engagement Posters
Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...
News & Opinion
Employee Satisfaction Survey Posters
Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...
Read more in the cx insights hub
There's even more articles to read from our Customer Insight magazine issues in our CX Insights Hub. All designed to inform, stimulate debate and sometimes to provoke, so get searching!