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Is it possible to set out a customer experience or journey in a flow chart or other diagram? This can be a difficult task, not least because it is the emotive and holistic perception of the service that is key to the customer's feelings.

 

However, visualisations of how and when customers interact with a brand and how they might feel can help with the articulation of a service and how it can be interpreted both internally and in research situations.

 

Research First has experience of examining service processes holistically and in terms of the constituent parts and understanding how to meet and hopefully exceed expectations.

 

We also offer imaginative approaches to understanding, measuring and monitoring customer satisfaction.