Webinars

What We Do And Why?

We are specialists in customer experience research and measurement – but what exactly does that mean? We’ve been designi...

Research to Inform CX Strategy

Many organisations talk about being customer led, but in reality customer experience is often seen as a purely operation...

The Customer Experience Landscape 2023

Every year we look at the trends in society and the economy that are relevant to Customer Experience for the year ahead....

Construction: Customer Research - Who to interview?

Architects, specifiers, contractors, suppliers, manufacturers, the list goes on - a common challenge for customer resear...

B2B: Issue Resolution And Managing Relationships

Things go wrong from time to time. We all know that, and customers expect their suppliers to make mistakes. It’s the way...

Using Employee Research To Improve CX

90% of customer feedback does not result in organisation change. Often this is because employees are not 100% engaged wi...

Managed IT Service Providers – Driving Actions From Your Client Surveys

Client surveys are an essential tool for any Managed Service Provider wanting to improve their customer experience, but ...

Measuring Customer Satisfaction in the IT Services Sector

In this IT sector specific webinar, we discuss customer satisfaction within the IT services / MSP sector and how to meas...

Housing: Deep Dive In To Complaints

There is an increasing focus on the way housing associations deal with problems and complaints. The Housing Ombudsman ha...

What Makes a Great Research Project?

Over 25 years we’ve seen many customer research projects that have driven positive change, and some that have failed to ...

Driver Analysis

Key driver analysis is the tool which lets you measure which aspect of the customer experience to prioritise, but many o...

Housing: Closing The Loop

We’re presenting a dedicated housing view of our popular 'Closing The Loop' webinar and exploring the practicalities wit...

The Inner and Outer Loop

This webinar builds on our popular 'Closing The Loop' webinar, looking at best practice ways to use rapid turnaround cus...

Housing: Research to Inform CX Strategy

Many social landlords talk about being customer led, but in reality customer experience is often seen as a purely operat...

How To Interpret Data And What To Do With It

You’ve run a customer survey, or perhaps you’ve been running one for years, and you have lots of data about customer nee...

Index of Consumer Sentiment - Q1 2023 Results

The Index of Consumer Sentiment is our quarterly temperature check on how UK consumers are feeling about the economy and...

Housing: Tenant Involvement

There is a regulatory obligation for social housing landlords to involve tenants in the decision-making process. Many la...

The Flaws of NPS and How to Get the Most Out of it

Engaging B2B Customers With Your Surveys

Not only does customer satisfaction research need to be actionable, it also needs to be reliable and representative of y...

Closing The Loop

With changing survey and reporting technology it's becoming easier and easier to integrate customer feedback in real tim...