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Dedicated to helping companies build engaged cultures and optimise profitability through specialist research and targeted improvement programs 
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Customer Engagement
Looking to drive customer engagement and company profitability by delivering fantastic customer experiences? Let us help you.

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Employee Engagement
Looking to better engage your employees and empower them to deliver amazing customer experiences? Let us help you.

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Profit Chain Analysis
Looking to put hard figures on soft measures and uncover new and untapped sources of commercial and competitive advantage? Let us help you.

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Connect with us to get all our latest news and receive valuable insights into trends and best practive in the areas of employee and customer engagement, and service profit chain optimisation.
We are research consultants specialised in the fields of customer engagement and employee engagement. We know what makes a great customer experience and we know what motivates employees, it is these insights and more that we use to help you develop an engaged culture, the benefits of which are well documented.

We use a variety of different research methods to help you identify where in your organisation you need to focus more effort in order to better engage your customers and employees. We have comparative insight gained from working across most sectors, and we share these perspectives with you via richly populated benchmarking indices so that you can rate your company’s performance relative to other organisations inside and outside of your sector.

Our involvement does not need to stop there! As experienced change consultants we work with you and your team to implement the required changes specifically designed to a) address the shortfalls uncovered by the research, and b) drive increased engagement amongst your customers and employees.


Our focus requires that we deploy a broad range of capabilities, methodologies, and techniques. Our portfolio incorporates:

Qualitative research 
  • Focus groups
  • Structured interviews
  • Diagnostic workshops
  • Mystery shopping
  • Customer experience audits
  • Employee experience audits
  • Customer Journey Mapping
  • Customer Experience Blueprinting
Quantitative research 
  • Online surveys
  • Telephone surveys
  • Postal surveys
  • Hybrid surveys
Desktop research 
  • Social media monitoring
  • Market and trend analysis
  • Competitor benchmarking
360 degree Feedback

Service Profit Chain Analysis

Strategic consultancy
  • Action Planning for Engagement
  • Branded Customer Experience Design
  • Organisational Alignment
  • Change Management
Ongoing performance management 
  • Voice of the Customer (VoC)
  • Voice of the Employee (VoE)
  • Performance Dashboard (Design & Implementation)
Learning and Development
  • Executive Coaching
  • Employee Training

Our approach is simple, we work with you to help your organisation be the very best it can be.

We work on fixed price contracts with clear terms and highly defined duties and responsibilities. There are no surprise invoices; if we have to invest more time to complete the work, we take the hit. We inject project flexibility through carefully monitored change control, we can incorporate new project elements or reprioritise existing ones but you retain full project steer and budgetary control. Our level of involvement is determined by your budgetary, resource, and time constraints; supplementing our team with your people in a 'joint approach' not only reduces cost, it optimises knowledge transfer and fosters self sufficiency.

Our milestone payment schedules enable you to phase your investment over the life of the project and since we’re in the business of customer experience, if you’re not 100% delighted with our service and deliverables you retain the final milestone payment, no questions asked! Our contracts include a one month break clause; we know you will love working with us however you wouldn’t recruit an employee without a probation period, so why should external expertise be any different?
We deliver research and improvement programs designed to help organisations better engage their customers and their employees. We keep costs low, we mitigate risk and we optimitise ROI.
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