Services: Customer Experience Optimisation

What We Do

Customer Experience Optimisation White Space specialise in helping organisations optimise their customer experience. We link customer satisfaction to commercial factors such as churn, cost to serve and net present value. This drives customer acquisition. We also analyse competitor processes, drilling into specific areas such as customer retention, billing and debt collection.

White Space has delivered numerous customer experience, CSAT and segmentation projects for clients in all sectors. Based upon this experience, and recognising the fundamental need of all clients to assess the true objective quality of their customer experiences, White Space have developed the White Space Customer Satisfaction Benchmark Index. This allows us to assess whether a client is delivering a top quartile, middle level or lower quartile customer experience against a standardised set of accurately calculated CSAT metrics.

Our experience has also led us to the following conclusions:

CSAT is an area where organisations all expend significant budget, but they are not necessarily getting enough 'bang for buck', and programmes do not often deliver commercial benefits
Sampling and scales are often not fit for purpose
Results are often not statistically analysed to reveal which sub-factors truly have the greatest impact on customer satisfaction, loyalty or referral
Wider industry and out of industry benchmarks are rarely used
Results are not easily actionable

However, what we offer is truly different.

How We Do It

Alongside core capabilities around questionnaire writing and sampling, we regularly use a wide range of extremely powerful proprietary statistical analysis techniques. These turn robust survey data into boardroom strategy allowing our clients to act decisively and with 100% confidence on the back of our projects and recommendations.

Based on the findings of our own thorough consultation into customer satisfaction, we offer the following best practice approach to customer satisfaction research:

Customer Experience Optimisation

White Space's experience in this area means that we are able to identify key needs and drivers of satisfaction as well as develop a comprehensive view of segments in terms of needs, attitudes, decision-making behaviour, loyalty and reaction to the brand.

Who We Do It For

Our Customer Experience Optimisation team works across all market sectors, with particular strength within: Financial Services, Retail, ICT, Media, FMCG, Travel and Healthcare & Pharma.

"White Space have helped Nuffield Health understand the key drivers of satisfaction and through this, enabled us to focus our resources in areas that really matter to our consumers"

Customer Insight and Research Manager, Nuffield Health

For more information, please see our White Papers:

Strategic CSAT: Driving Strategic Outputs From Satisfaction Research

The key strengths of CSAT research programmes are problem diagnosis, data collection methodology, basic reporting and responsiveness. The overriding weakness of CSAT research programmes is their inability to deliver strategic or commercial outputs. White Space has identified five key initiatives which can address this key weakness and allow organisations to drive strategic and commercial outputs from satisfaction research...

Using Regression In Customer Experience Analysis

Using Regression Analysis In Customer Experience Analysis

We draw upon our experience to examine how regression analysis works, what confidence intervals are, how regression analysis should be interpreted and how to interpret changes over time, within the context of customer experience analysis...