News & Opinion

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

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

The Complaints Customer Journey Infographic

You can't please everyone all of the time and the complaints process is an essential customer touchpoint to maintain con...

News & Opinion

Customer Survey Results Dashboard Infographic

In order to build engagement with your customer research programme, it's important to communicate different levels of de...

News & Opinion

Commodity Products: Is there an alternative to selling on price?

How do companies compete in markets for basic, undifferentiated, commodity products? Traditionally, competitive advantag...

News & Opinion

Customer Satisfaction Trends During Lockdown

A number of our clients have continued with their customer experience research programmes during the lockdown, to help s...

News & Opinion

Student Enrolment Journey Infographic

Using infographics combined with journey mapping research can help you visualise how customers feel about, and interact ...

News & Opinion

Good vs Bad Journeys - What Makes a Difference?

Infographics can be used to display a range of information and here we have a customer journey mapping example highlight...

News & Opinion

Rating Scales In Customer Satisfaction Research

Here we discuss 9 key considerations on rating scales when designing customer satisfaction research. 1. Interval versus ...

News & Opinion

Member Survey Results Infographic

An important stage of any customer research programme is sharing the results with your customers. This is an example inf...

News & Opinion

Advantages of the 10-Point Numerical Scale

We're frequently asked which scale to use for survey questions. While there isn't a one-size-fits-all approach, we are a...

News & Opinion

Employee Engagement Infographic

For employee engagement research to make a real impact you'll need to report the back to staff, demonstrate you've liste...

News & Opinion

What is Customer Effort (CES)?

Customer Effort or CES is a popular customer satisfaction methodology and can offer a compelling message in a single met...

News & Opinion

Helping Customers Manage Money Infographic

Your customer research should help you identify areas that really matter to your customers. Creating infographics using ...

News & Opinion

What is a Net Promoter Score (NPS)?

There's no doubt that word of mouth (positive and negative) is a big part of the reason that customer satisfaction links...

News & Opinion

What are Customer Satisfaction (CSAT) Scores?

Customer Satisfaction or CSAT is a no nonsense headline measure of how satisfied your customers are with your business o...

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