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...

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...

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...

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...

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...

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...

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 ...

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...

Benchmark The Process

Top performing sportspeople often talk about the importance of focusing on the process, not the outcome.

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...

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...

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 ...

Employee Engagement Internal Comms

Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...

Colleague Engagement Posters

Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...

Employee Satisfaction Survey Posters

Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...

Employee Engagement Posters

Enhance employee engagement by capturing attention and conveying important messages in a friendly and visually appealing...

Tenant Satisfaction Animation

Customer Satisfaction Survey Results (Employee)

Specialists in Customer Experience Research and Measurement

Customer Service Animation