Maintaining customer focus
7 July 2010
Now, more than ever, public services should be focusing on their customer needs by engaging with users in the design and delivery of services to ensure they get it right the first time. Customer insight research provides a fuller understanding of how to understand the customer experience and optimise service provision.
As a recognised leader in the field of public services customer insight research, we work with government departments and agencies to deliver a holistic view of the customer experience. Our approach allows organisations to identify where service enhancements can be made and for whom, so that they can provide a more personalised user experience.
When working with our clients, we analyse research following our model of customer experience, which enables organisations to understand where service delivery is working, or where it is falling short, so resources can be targeted in the most effective way and where it matters most.
The model builds on the premise that customer service must:
- Deliver: hygiene/functional service factors, the core requirements
- Delight: connect emotionally through exceptional customer service, facilitated when staff have the right processes and support to enable them to focus on client service
- Develop: your service must connect with customers, as evident in their satisfaction, advocacy and loyalty
By applying our model to customer experience research, alongside statistical techniques such as key driver and segmentation analysis, we’ll continue to help our clients develop public services that fully understand and engage with their users, whilst operating within current budgetary constraints.
