Understanding and meeting your customers’ needs is crucial to success. Gaining insight into their journeys and experiences allows you to improve processes and boost satisfaction in the future.
IFF understands the importance of ensuring customers are satisfied, and we have years of experience when it comes to providing insight into customers’ journeys, as well as measuring their overall experience of products and services.
We work with our clients to develop bespoke solutions to match their customers’ unique journey, and to determine which KPIs they should focus on. Where there is a range of metrics involved, IFF can distil these into a concise summary of performance.
Having our own telephone centre allows us to quickly mobilise our researchers to take an immediate snapshot. We can also devise longer-term quantitative, event-driven research programmes, and have experience in running focus groups, in-depth interviews and workshops to obtain perceptions of your organisation’s brand as a whole.
Whether you require short-term insight or long-term evaluation, a senior director will drive your Customer Journey & Experience programme throughout the process, ensuring that continuity is maintained.