Customer Experience Research

Customer Experience Reviews | Customer Experience Improvement Program

Let SRD Group help you improve your Customer Experience Management by conducting a focused Customer Experience Research and Review programme to uncover the full story of your customer's experiences with your business.

Customer Experience Research and Review

In order to improve your Customer Experience Management you first need to understand what your customers' experience is of you now.  Our Customer Experience Research is not a Client / Customer Satisfaction survey, it is a complete process for uncovering both the internal and external perceptions involving listening, analysing and reviewing based on our extensive work in this area.  It is focused on the customer experience, it is not 'drag net ' research and is done within the context of the 'Two Birds with One Stone' (pdf 108k) strategic logic.

Why Two Birds with One Stone? Useful Customer Experience research gives managers the explanation they crave, but rarely get- what’s happening and why.  To deliver this, Customer Experience research needs to look along a relationship, not cut across it.  It’s not just about providing information, it’s about providing impetus.  Senior managers need to see the research process as merely a tool within a wider change process.  A little more structure before and after the research pays big dividends… research that gets put to use! Two Birds with One Stone provides that structure!

Our Customer Experience Research and Review then feeds into a Customer Experience Improvement Program, whereby we help facilitate the thinking and development of a range of options and initiatives for improving the experience, helping implement agreed initiatives and then measuring the impact of these initiatives.