As a leading customer insight consultancy, we use our proven Connected Performance methodology to ensure you better understand your customers. We can help you to gain new customer insights and set strategies for measuring, improving and managing your ‘customer experience’ in order to protect and grow your bottom line.
Click here to find out more about Connected Performance or take a look below at the range of tools and techniques we use.
At the heart of our customer experience management programme is our Voice of the Customer (VOC) technology. Known as Survey 360, this is an automated real-time survey application which transforms the voices of your customers and your people into valuable and actionable insight. More
Voice of the Operation
The Voice of the Operation is exactly that, it’s about understanding the characteristics of your operation both customer facing and non-customer facing and how they impact on customer satisfaction, loyalty, recommendation and future behaviour. More
Customer Driven Quality
We can help you align the internal view of call quality with the customer view, creating quality measures that matter. Moving from long tick box forms to assessment of the key characteristics of a great call. More
InsightNow’s benchmarking solutions make data collection easier and less resource intensive, providing sophisticated analysis and reporting tools to enable our clients and partners to run cost-effective benchmark programmes – all from within the single environment of the InsightNow Benchmark Portal. More
Whilst all of these services can run independently and offer new insights into your customer experience and your operational capability, a combination of all or some will give you a very deep and joined up view of your organisation, looking “outside-in” from the customer’s perspective and from the “inside-out” from the operational perspective.