Our experience designing and conducting hundreds of thousands of customer interviews allows us to learn information that only the customer can provide. We identify the key points in the service experience to approach and interview customers to gain their immediate perspective. This is accomplished in many ways, including face-to-face entrance/exit interviews, telephonic contact, and computer interaction.
Based upon an agreed outline, we tailor the interview to identify actionable information, allowing you to make "the customer comes first" a mission, not simply an axiom.
The relaxed, deadline-free environment of a focus group brings out fully vetted perspectives not easily determined through other methods. Utilizing highly experienced facilitators, adept at maintaining the "focus" of the group, we effectively surface the information you need.
We are experienced in the process of identifying the appropriate customer sampling base to eliminate demographic interference and ensure reliable information. We analyze and categorize focus group discussion points, delivering an easy-to-use recap tailored to communicate to your team.