Customer Experience

Customers want to help you improve – listening and responding to their views is an important part of strategy. However, loyalty is multi-faceted and simply asking what the customer wants or fixing problems won’t necessarily help you get ahead.

Successful organisations place the customer at the heart of their culture. They have a deep understanding of how customers think and feel. They know which touch-points are critical to the relationship, when it is vital to delight and when it is sufficient to get the job done, allocating resources accordingly.

This can be hard to achieve, but our insight will help you understand your current position, identify priority actions and clearly communicate what impact these will have to inspire change across your organisation.

Our toolkit includes the full range of quantitative and qualitative methodologies for ad-hoc and ongoing research. We also offer specialist techniques that deliver unparalleled insight into customer needs and experiences. Take a tour of Our Solutions and Our Experts below.

"London Transport Museum has worked with BDRC since 2010. They are consistently professional and committed, delivering insight that contributes directly to our success – for example their segmentation helped us grow admissions at a time of marketing budget cuts."

Claire Williamson - Assistant Director, Marketing & Development, London Transport Museum

Our Solutions

We offer proprietory solutions in addition to the full range of quantitative and qualitative techniques. All of our solutions have been developed or refined within BVA BDRC and have proved their value in numerous research projects – to the extent that some have registered patents or trade marks.

Meet our experts