Customer Experience
MSB’s customer research provides clear information about what customers expect from your business and how they rate the service it currently provides. Our clients have used our research to improve their customer service, sales and marketing, and to plan their employee training and development programmes.
We offer the following approaches to customer research:
We offer the following approaches to customer research:
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Satisfaction SurveysUsing paper-based or online surveys, focus groups and/or interviews, MSB provides unrivalled insight into what your customers expect, how they rate your product or service, whether they believe it offers value for money, how it can be improved, and how your product or service compares with that offered by your competitors.
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Mystery ShoppingUsed by many of our clients to assess the customer service training needs of their staff. We employ our own, diverse team of experienced mystery shoppers to rate the customer service offered by our clients' businesses. The results include numbered scores for each part of the customer experience and detailed comments from our mystery shoppers which explain the scores and offer advice on how the service could be improved.
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Brand ResearchInformation gathered in focus groups, interviews and/or surveys allows MSB to offer a forensic analysis of how customers view your brand - including its values, reputation, personality and target market. Our clients have used MSB's brand research to target their marketing activities more effectively.
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Drill DownThis programme provides an in-depth assessment of the customer service performance of an individual team or department within your business. To achieve this, we interview staff and customers, observe how the department functions, and use mystery shoppers to provide first-hand insights into the customer experience. We then make specific recommendations on how to improve customer services, ensure that service is consistent across the department and to remove barriers to the provision of a first class customer experience..
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Case Studies
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Testimonials
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"Bupa Health and Wellbeing have enjoyed working with you over the last year. You bring experience and gravitas to a very important yet challenging survey of our patient's hospital experience." - Head of Research, Customer & Healthcare Insight, Bupa
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"MSB are a fantastic agency to work with. They have a 'can do' attitude and go beyond the call of duty. I hope that our relationship with them continues for many more years to come." - Marketing Director, London Eye
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