Transform your customer experiences to attract and retain more customers

Our customer experience services focus on improving your customer journey. We use a sophisticated and proven methodologies that help you understand customer needs, implement change, and monitor customer satisfaction.

Our customer experience services are custom-designed and cover the following purposes:

• Voice of Customer measurement (or tracking)
• Customer feedback collection
• Customer journey mapping
• Customer segmentation
• Customer persona creation
• Customer workshops
• Product or concept testing
• Usability testing
• User testing
• Customer Journey Mapping

We use a sophisticated and proven methodologies that help you understand customer needs, implement change, and monitor customer satisfaction.

Why our clients focus on improving their customer experience

By improving the customer journey, businesses are able to attract more customers and retain existing customers for longer. Understanding and addressing customer needs leads to higher satisfaction and positive word-of-mouth. Effective customer experience strategies help retain customers, reducing churn and increasing lifetime value. Business and organisations that make customer experience a key focus point, are also able to reduce costs more effectively. Streamlining customer interactions, reducing friction, and resolving issues efficiently can lower operational costs and reduce the need for extensive customer support.

How we provide customer experience services

What's most important for you to know about how we undertake market research:

• Methodologies: We use a broad range of methodologies to deliver customer experience services. This includes methods that are more qualitative in nature, such as user and usability testing, journey mapping, one-on-one in-depth interviews, focus groups and mystery shopping. We also provide quantitative customer experience services such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) or Customer Effort Score (CES) research, often through a Voice of Customer (VoC) program that can be as automated as desired.
• Technologies: Our customer experience services are designed to deliver the highest quality of insights, and use the latest methodologies. We care about data quality, privacy and security, just as much as your risk, finance, IT, and legal teams do.
• Partners: When we use services or systems from external providers, they have the highest security measures in place, are hosted in data centres in Australia, and have the latest privacy and security certifications which include SOC 2 and ISO 27001.
• Custom-designed: Our services are custom designed to deliver exactly what you need. We don't use templates; instead, we work closely with you to design projects that meet your needs time and time again. At Further Insight, we believe in providing tailored solutions that drive real, measurable results, ensuring that every project is aligned with your specific goals and objectives. At the same time, we can provide benchmarks for your customer experience measurement when that is desired. We collect data from a range of industries and use benchmarking to help you better understand your results.