Set the experience baseline.
Understand key touchpoints, recurring feedback and differences between customer groups or locations.
Vibe Customer Insight
Understand your customers.
Strengthen the relationship.
Explore how customers think, feel and behave at the moments that matter. Connect feedback, customer data and employee insight to see where the experience works, where it breaks down and what to improve.
A ROUNDED CUSTOMER VIEW
See the people
behind the data.
See what customers value, where service falls short and how teams can respond. Vibe Customer Insight connects customer research with employee feedback to guide service and commercial decisions.
Combine tailored surveys, dashboards and specialist interpretation. Focus the work on the decisions you need to make about acquisition, retention, loyalty and service.
- Understand what customers value and where expectations differ
- Identify friction and gaps across the customer journey
- Connect insight to specific changes in service and experience
DATA MANAGEMENT & CONTEXT
Connect the experience
across your business.
Connect customer and employee feedback with relevant service and operational data. Look for patterns across the teams and touchpoints shaping the customer experience.
Consider the social, economic and behavioural factors behind the results. Use interviews and comments to explore possible explanations before choosing what to change.
TAILORED CUSTOMER SURVEYS
Get to the heart
of your customer’s experience.
Understand the relationship at each customer touchpoint with bespoke questions and feedback loops. Survey design starts with the decisions you need to make, rather than a standard list of questions.
Combine survey scores with comments and, where agreed, image, video or voice research. Use relevant benchmarks and specialist support to interpret the findings and plan improvements.
- Tailored questions and feedback loops
- Real-time collection to keep the picture current
- Quantitative and qualitative data in context
- Benchmarking and specialist support for CX priorities
COMPANY DASHBOARDS
Make the changing
relationship visible.
Configurable Power BI dashboards bring customer feedback and trends into one reporting view.
Compare departments, locations and customer groups to see where experience differs. Investigate the touchpoints that need attention.
- View customer metrics by department, location and customer type
- Explore the themes behind positive and negative feedback
- Compare results over time to identify trends
EXECUTIVE REPORTS
From customer signals
to practical decisions.
Executive reports and sentiment analysis reveal strengths, recurring problems and priorities across the customer journey. Use the findings to focus service improvements and follow-up.
Review customer and commercial measures—including retention, loyalty, cost to serve and profitability—alongside the feedback to assess the programme’s contribution.
OUTCOMES & RETURN ON INVESTMENT
Agree the impact. Track the change.
Connect customer feedback to service priorities and review the experience after action has been taken.
Focus the response.
Agree service improvements with clear ownership, deadlines and communication to the teams delivering them.
Listen and compare.
Revisit agreed questions and relevant service measures to see what customers experience differently and what still needs work.
Programme measures and financial value
| The outcome | How to assess progress |
|---|---|
| Improve the journey | Identify the touchpoints causing friction and agree where to intervene. Journey feedback, satisfaction measures and recurring complaint themes. |
| Strengthen retention & loyalty | Understand which experiences encourage customers to stay and return. Retention, repeat purchase or renewal, alongside the agreed customer feedback measures. |
| Focus commercial effort | Use evidence to direct improvements and evaluate whether they create value. Acquisition, customer lifetime value, cost to serve and contribution from retained customers. |
Build the business case.
Compare evidenced incremental contribution and avoidable service costs with programme and implementation costs. Review alongside other changes affecting the customer experience to assess the programme’s contribution.
Agree a baseline, review period and benefit owners. Include delivery and implementation costs, and account for other changes affecting the result.
ROI = (attributable benefit − total programme cost) ÷ total programme cost × 100
YOUR NEXT MOVE
Get closer to
what your customers need.
Explore your priorities through a free, friendly 30-minute initial consultation.
Book a free consultation ↗