Chris - thank you for all your fab reading suggestions ... I'll be reviewing asap (as just seen your comments).

Best
Scott

Hi Rachel

We typically advise clients to start with exploratory qualitative research so as to understand the customer journey from the customer perspective (rather than from an internal perspective).

We then translate qualitative findings into a quantitative survey and add robustness to our initial findings. This allows us to put some numbers to the interactions which might be failing customers and worthy of improvement. Customer Effort features heavily in our work, i.e. where is too much effort being exerted, how can you be easier to do business with. We can also use this quantitative data for regression analysis purposes so as to establish key drivers of a positive customer experience. You can also use this analysis to then streamline your survey and use for ongoing performance measurement purposes.

Similar to Helen, we use Customer Journey Maps to visualise all our research and analysis, establishing your current customer journey map, offering suggestions for improvement and then using any ongoing performance measurement to establish the impact of any improvement initiatives.

Happy to discuss further if it helps you make a more informed decision. Best to email me at [email protected] and we can organise an appropriate time.

Good luck
Scott