Customer Engagement and Insight
Understanding customers’ experiences, designing services around their needs and ensuring they have greater power over services are all central principles of current public service reforms. These become even greater challenges at a time when the public sector faces real pressure on budgets, which is set to become only more acute in years to come.
Our team of skilled researchers can help you understand customer engagement at any or all stages of the customer experience – from initial contact, to key touchpoints, through to final outcome. We know that it’s not just about building understanding, but also about being able to act on the results in a way that enables you to deliver services to customers more effectively.
Our research helps our clients across the public sector to:
- Diagnose issues and identify actions needed for improvements in the way services are delivered and how customers feel about their interactions
- Increase the efficiency of service delivery and save resources (e.g. by embedding a ‘right first time’ approach, avoiding unnecessary repeat contact)
- Build improved links with front-line staff
- Increase levels of accountability
The techniques we use are bespoke to each client and project, and include:
- Immersion sessions to understand and audit how your organisation engages with customers
- Quantitative and qualitative research solutions to measure and understand the customer journey at different stages, from surveys and customer journey mapping through to in-depth interviewing, ethnography and mystery shopping
- Analytical and statistical techniques to help you get the most from the data, for example by understanding the drivers of customer engagement, developing customer segmentations or typologies
- Action planning with Boards and senior managers responsible for strategy and insight;
- Assistance and advice on communicating the findings externally and internally, to frontline staff, managers and research participants