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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...

Customer Survey Results Dashboard Infographic

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

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

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

Customer Satisfaction Trends During Lockdown

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

Student Enrolment Journey Infographic

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

Customer Journey Dashboard - Example Infographic

Infographics can be used to display a range of information. Here we have a customer journey dashboard example for high r...

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...

Rating Scales In Customer Satisfaction Research

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

Member Survey Results Infographic

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

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...

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...

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...

Helping Customers Manage Money Infographic

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

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...