Dedicated journey mapping sessions and map verification, followed by VoC online programme to measure all customer experiences with all channels, products and transactions. Fieldwork is continuous, with survey links open 24/7/365 for participation. Bespoke dashboard is designed to clearly visualise results from each area of the journey.


The project clearly identify areas of delight and pain in customer experience. Based on thorough statistical and verbatim analysis, priorities across business units are set in order to maximize return on customer experiences, and subsequently to increase revenues.