Voice of the customer
You need to know more from your customers than your Net Promoter Score; you need to know why you perform as you do, and what to do about it.
WHAT WE DO
Listening to your customers to help you understand them
We work with companies to help them understand what their customers want, how they get it, what they think about the business and how to develop it. We’ll tell you how to improve frontline performance, raise barriers to switching, grow profit and create value.
Are you looking for:
IN DEPTH CUSTOMER KNOWLEDGE
Our market research specialists have run hundreds of successful voice of the customer programmes using our proven approach to gather quantitative and qualitative data.
CONSTRUCTIVE CUSTOMER FEEDBACK
We take the time to get to know you and your business so that we can ask the right questions. This means your voice of the customer programme is a positive and productive experience for everyone involved.
CLEAR NEXT STEPS
We combine data driven analysis with the insights from the in-depth customer interviews to give you actionable insights and practical recommendations on how your customer relationships and business can thrive.
How we can help:
NEW CONCEPT / PRODUCT LAUNCH
We’ll speak to your customers before you launch to find out what they need, what they think of your new product, and make recommendations on how to maximise its success.
KNOW YOUR CUSTOMERS BETTER
Using feedback from a range of current, prospective and lapsed customers to help you understand what’s going well, what’s not going so well, and what needs to change.
KNOW YOUR COMPETITORS BETTER
Get to know your competitors through the eyes of customers. Where they think you’re strong, where you need to improve, and how to do it. Our market research approach gives you a comprehensive view of your sector.
KNOW YOUR MARKET BETTER
Get to know your market through the eyes of customers. Understand how trends in your market will change what your customers want, so you can get ahead and provide it sooner and better than the competition.
WHO WE ARE
We’re a specialist firm and have been focused on the mid-market since 2005. Your Armstrong team will include voice of the customer specialists and draw on capabilities from our sector and operational experts to get you the best results.
WHO WE WORK WITH
We’ve run successful customer calling programmes for businesses across all of our sectors
Our clients trust that the feedback we get from their customers will be more than a tick box exercise. They know we’ll bring independence, integrity and commercial insight to every conversation.
I think the way they do customer interviews is not something that I’ve seen from other providers in terms of that depth of conversations and willingness to have open-ended, qualitative conversations with customers rather than checklist type conversations.