News & Opinion

From tips and tricks to thoughts on topical events, this is where you’ll find our latest thoughts.

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...

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