We help clients to map and understand all stages of the customer journey (from enquiry to delivery) – and key pinch points for delivering exceptional customer service
We help clients understand the emotions of the customer experience, to deliver more empathetic service at each touch point
We measure, monitor and interrogate customer satisfaction, propensity to recommend (NPS), etc.
We help determine what drives value and brand loyalty in the marketplace, and evaluate what differentiates ‘advocates’ from 'passives' and ‘detractors’
We provide clients with real-time access to satisfaction data via online portals
We bring customer experiences to life through our film and video capability
Our business was born out of customer satisfaction tracking. Indeed ‘customer insight’ was a former trading name before we grew into complementary areas of customer research and insight. Mustard continues to provide customer satisfaction research across a range of industries, both in the UK and internationally.
Each model and programme has been bespoke, reflecting the different needs of clients, their industries, competitive environment, service offers, culture and customers. Our models have covered businesses with a customer base running in the millions to those with less then 10 customers. We come with no pre-conceived ideas – our programmes are always developed following a process of review and qualitative consultation.