Understanding your customers’ drivers and what they are trying to achieve can only be understood through first-hand customer research. In addition to customer insight, CGA also provides market reports to help you understand the competitive opportunities available to you.
How we navigate customer insight, research and analysis
Customer Research
If you really want to know your customers, you need to spend time with them, engage and really listen. CGA’s specialist research and insights practitioners know how to make this happen.
With significant experience of setting up and running research programmes, we make sure your business gets the detailed level of understanding you really need to ensure you make the right investment decisions for your business and your customer.
Experience Audits
Our audits aren’t like mystery shopper exercises; we’re not simply looking at hygiene factors or undertaking a tick-box exercise.
We truly step into the customer’s shoes, undertaking actions or journeys, physical, digital or cross-channel, as a customer, to understand the real emotional highs and lows.
We can do this for your business, your competitors, or recognised best practice organisations from which you want to learn.
Market Reports
At CGA, we are excited by changing trends in the way we live, work and travel, that will directly impact the customer experiences we each need, want and expect.
Exploring customers, competitive positioning and transferable trends from other markets, we provide a bespoke company capsule report, including an in-depth assessment of the market and key competitors, benchmarking, future trends insight, customer drivers, frustrations and moments of happiness. Our reports help you understand what the changing market trends mean for your business and proactively utilise the insight to inform your customer experience design.
Employee Engagement Assessments
CGA offers a purpose-designed assessment of the readiness of employees to address and embrace change and migrate to a customer focus.
We use an established process to help you understand how engaged your staff are with your customer commitments, whether they have the right tools and values and if they are incentivised in the right way.
From here, we will design your bespoke, step-by-step employee engagement roadmap, detailing the coaching, training, development and employee alignment changes to put in place
”"CGA have been a fantastic partner, advocating a very seamless methodology to provide information on what our customers think. Most importantly they helped more than that. They have assisted us to understand a better way of approaching how we improve for our customers, something I cannot recommended them enough for."
Transport for LondonSiobhan Jared Customer, Performance Manager
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