What do we do when no-one’s looking?


What do our customers really think?


We gather customer feedback on your organisation’s performance.

Assess staff in action in the field – collecting qualitative data to support customer service and performance management programmes

  • Do staff know what customers really experience?
  • Find out how customers feel about your service and your service staff
  • Build up the awareness and skills of staff so they respond more effectively to customers
  • Provide feedback of survey results effectively and use it to enhance your ongoing performance management of staff.


  • Mystery shopping – customer service feedback
  • Communication audits
  • Target market feedback (through reflexive photography and other techniques).


Explore and understand what matters most to your business.

Our team can integrate both quantitative and qualitative research approaches.

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