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Why iCustomerExperience

We  bring expertise, objectivity, and comparative insight to your research projects, reducing your risk and lowering your costs
iCustomerExperience worked to ensure that the content of our survey was relevant and then remained flexible throughout so that the project ran smoothly. A really valuable exercise, the candour of response no doubt helped by outsourcing the entire process.

Tayntons LLP Solicitors
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Customer Engagement
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We impart domain expertise and comparative insight
We live and breathe customer and employee engagement; we collate, analyse, report, and act on this kind of data day in day out. We have a comparative advantage gained from undertaking research and improvement programs for companies of all sizes and across numerous sectors. It is this experience coupled with our domain expertise that enables us to deliver your project reliably, on time, and to budget.

We deliver quality output, efficiently and quickly
Research is a very serious and time consuming job; we have specialist facilities, software, equipment, and technical expertise that enable us to deliver your project quickly and with superior quality output. You don’t have to worry about obtaining the right equipment or ensuring your research meets the correct standards’ criteria, and most importantly the speed at which we deliver your project means that you get to act on the insight whist it is still current and valid. Furthermore, our improvement programs are delivered in phases, prioritised according to their impact on success, so you start recognising the benefits of our work from day one ... and they just keep on coming.

We provide piece of mind and relieve the burden on your resource
Research and any subsequent improvement program are specialist fields and resource intensive activities. In today’s tough climate, downsizing activity is dictating that companies do more with less, and resource is stretched. Can you justify removing employees from core business activity in order to deliver your program? And even if you have the labour flexibility in-house can you be sure your research is objective, will deliver the desired insight, and conforms to DPA and ethical guidelines? In allowing us to remove these burdens and deliver your research for you, you are enabling your company to focus on its core business priorities.
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We reduce your costs without reducing your control
Research can be an ad-hoc or seasonal activity; in which case does it really require the recruitment of permanent, specialist labour and all of the cost associated with employee recruitment and development? Or even in the case of continuous performance management programs, does it justify having a dedicated role or team assigned to collating, analysing and reporting on this data? However small or lengthy your requirement, we can deliver it; offering simple and flexible terms that allow you to call upon us as and when you need to. You remain in full control of your program but it is delivered at a fraction of the cost.

We share your risk and ensure all bases are covered
Conducting research requires the understanding of and the conforming to a number of ethical and DPA standards. Furthermore, unclear objectives, poor sample quality, poorly designed methods, and misaligned analysis can result in insufficient and weak data, depicting biased and un-actionable insight. Improvement programs tend to touch and require the involvement of numerous parts of an organisation, so a top-down, cohesive approach is essential to success. Ultimately what we are saying is that all research and improvement programs carry inherent risks and considerations, as specialists, we are well versed in implementing risk-mitigating strategies to ensure that your project meets its clearly defined objectives and exceeds the anticipated value to your organisation.
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We bring balance and objectivity to your project
Objectivity in research is essential if results are to depict an accurate picture of the state of play. However it can be difficult to remain objective when measuring your performance from within your organisation, your perception of reality can be much internalised; organisational issues can become political, and internal disagreement among different factions can impede progress. Through out our time managing research and improvement programs for clients, we have become very well versed in managing disparate stakeholders’ concerns and expectations; we bring a fair and balanced approach to the project and deliver an accurate, unbiased, ‘outside in’ view of your organisation today and how it can look tomorrow.

We gain the trust of your research audience and optimise your response rates
Obtaining quality and robust data is dependent on the researcher gaining credibility and trust with research participants, such that they are willing to take part and be candid in their responses. Research shows that respondents are more likely to be open and honest in their feedback when there is a level of anonymity and an assurance that their identity is safeguarded. As a third party, impartial organisation whose work adheres to all DPA and governing regulation (ICO, MRS, ESOMAR), we provide a level of trust that simply cannot be achieved by an organisation conducting its own research in-house. By outsourcing your research project to us you are optimising your potential to obtain accurate and candid data from having received high levels of participation in your research program.

Our projects deliver objective, accurate, and actionable insight to companies wanting to optimise customer and employee engagement without breaking the bank!
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