Customer Experience

We’re advocates of NPS due to its strong relationship with turnover growth. Firstly, knowing small samples risk making ‘busy fools’, we collect robust data - then we split users into Promoters/Detractors, isolating the key drivers of each. Next we encourage action through tailored information and positive reinforcement via targets/rewards. Programmes typically track the entire customer journey, including in-store, online, mobile, home delivery, click & collect and call centres.

Many retailers use this in partnership with Brand Track – ensuring tweaks to the experience never compromise the overall brand promise.

Surveys are run on Q-Gen, our proprietary software, and results can be accessed online via our in-house-developed portals.

Case study