Patrick joined MSB as a specialist in customer service. He enables our healthcare, leisure and transport sector clients to understand more about what their customers expect, analyses how customers rate their service, and advises clients on how customer satisfaction can be raised. Patrick also oversees MSB’s employee satisfaction research for the London Eye.
Over a 3 month period in 2011, MSB worked alongside the London Eye to conduct a piece of consumer research focusing on how to improve the customer experience. Approximately 5,000 visitors were interviewed on the capsules themselves. A number of different experiences were trialled, with the London Eye selecting to install interactive touchscreen guides in all 32 capsules.