Customer experience

A successful brand is a hyper-connected brand. We give our clients tools to understand consumer preferences, attitudes and behaviour, so they can improve customer experience, satisfaction — and loyalty

Helping you know your customers inside-out is what we do best: their needs, attitudes, experiences and satisfaction, so you can drive value, target investment and gain a competitive edge

We research all audiences: shoppers and subscribers; parents and students; teenagers and techphobes; commuters, tourists and fans — across industries including automotive, transport, utilities, public sector, media, and retail

Take a look at us in action...

FGW image

First Great Western – customer satisfaction monitor

We have worked together for many years to measure and support their vision of putting the customer first by exceeding expectations of journeys by train

Be-There auto

Be-There – understanding the world of automotive

Reshaping understanding of the automotive aftersales proposition through the use of mobile ethnography


Measuring Customer Effort – a hassle free introduction

Our hassle free introduction for any organisation looking to adopt Customer Effort (CE) as a measure

their voice

Customer Experience Management – top tips

10 tips for the successful development and execution of Voice of the Customer Programmes


Severn Trent Water – measuring customer expectations

Increasing satisfaction by measuring customer expectations and examining current hot topics

Auto trends 2015

Automotive Trends 2015 – changing lanes

Our study of the UK motoring industry to understand consumer attitudes and future trends

Voice of the Passenger

Voice of Customer – passenger experience management

10 tips for the successful development of VoC Programmes for passengers travelling by road, rail, air and water


BrandBox – our unique perspective on brand and comms tracking

A brand tracking tool that monitors brand performance and identifies the levers to drive improvements


Products that help us:

Get to know your consumers as they share on their mobile – and without researcher bias

  • Analyse the gap between reported and actual behaviour
  • Use GPS-tracked multimedia formats
  • Non-invasive and cost effective

Find out what consumers get up to on a daily basis – and without bias

  • Capture their everyday interactions
  • Bridge gap between actual and reported behaviour
  • Unintrusive and cost effective

Track customer experience real-time to assess and improve it, maximise customer loyalty, and boost your own performance

  • Real-time customer perspectives
  • Trackable metrics across touch points
  • A bespoke online reportal

We offer fast, smart exit interviews in real time

  • Smart technology for face-to-face surveys
  • Data bang through real-time delivery
  • No more paper base surveys

Our bespoke employee satisfaction programme analyses employee engagement so you can maximise their potential

  • Bespoke real-time web reporting
  • View, cut and analyse data easily
  • Hierarchical access for secure and easy data sharing

Attract, engage and retain the very best employees by evaluating candidate experience during the key stages of recruitment

  • Application
  • Interview
  • Induction


Julian Kenway
Commercial Director

+44(0)207 843 9777

Email me