Call: +44 (0) 1793 493468

i360Research Methodology

A thorough and cohesive approach to analysing your entire service profit chain to discover new and untapped competitive and financial advantage
Customer Engagement
Looking to drive customer engagement and company profitability by delivering fantastic customer experiences? Let us help you.

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

Learn more at
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.
Sadly, customer engagement and employee engagement metrics and initiatives are typically deployed in isolation of each other. This is primarily due to the fact that organisational structure dictates it be this way i.e. employee engagement sits under HR, and customer engagement sits within Operations, but also because companies rarely understand just how valuable it can be to harness the complex variables at play between the two and how they can be made to positively impact and influence each other.

i360Research unites employee engagement and customer engagement as part of the overall service profit chain, this approach enables all constituent parts of the chain to be analysed in detail to enable us to identify which areas require additional focus and effort in order to optimise revenue growth and profitability potential.

The elements below make up i360Research’s service profit chain and you can see an illustration version here :
  • Internal Service Quality – Inputs such as work conditions, salary and remuneration, teamwork, and achievement etc. are all variables that are capable in varying degrees of impacting the employee experience
  • Quality Employee Experience – In addition to Internal Service Quality, the employee experience is also impacted by the degree to which the company’s leadership, strategy, and service delivery platform provide the correct policies, processes, technology, and culture that enable employees to perform properly and to meet customers’ expectations i.e. the experience employees are able to deliver to the customer and the level of engagement the customer has with the company impact what employees think, how they feel about their jobs and their employers, and their levels of engagement
  • Employee Engagement – A consistently positive employee experience drives employee engagement, evident in employees’ desire to talk positively about their employers, to stay with their employers, and to go the extra mile for their employers
  • Employee Productivity – Employee engagement drives increased productivity. Highly engaged employees are 90% productive compared to their ‘not engaged’ colleagues who are 60% productive, and their ‘actively disengaged’ colleagues who are only 40% productive
  • External Service Value – Customer loyalty and engagement are influenced in part by the customer’s perceived value of the service they are receiving. Productive and engaged employees are best equipped to deliver a valuable service that is designed in line with customers’ expectations and priorities
  • Quality Customer Experience – Customer loyalty and engagement are also influenced by positive customer experiences. A service of high perceived value, delivered by productive and engaged employees drives a positive customer experience that enables the customer to form an emotional connection or bond with the brand
  • Customer Engagement – Positive customer experiences drive customer loyalty and advocacy. Engaged customers may not even be able to articulate why they are loyal to a brand, as the feeling they have towards the company transcends traditional customer satisfaction criteria and manifests itself as a deep, emotional connection with that company and its employees
  • Revenue Growth and Profitability – Increased employee productivity positively impacts a company’s bottom line by reducing the ‘pay vs. performance gap’. Whilst revenue growth achieved through customer retention, repeat business, and referrals positively impacts a company’s profitability
We analyse and map each of the above components in great detail in order to identify correlations and causation between variables; scenario analysis then helps us ascertain how changes made in some areas can positively impact performance in others.

Want to know more? Just get in touch and we'll be happy to discuss further with you.
Adopting a thourough and cohesive approach to analysing your entire service profit chain in order to unlock new sources of competitive and financial advantage.
i360Experience Blog
© i360Experience Limited 2016. All rights reserved.