• Home
  • Customer Insights

Customer Insights

Ipsos Views | White Paper | Customer Experience | Channel performance
Mystery Shopping Publication

Driving compliance at the frontline

This paper is recommended reading, by our Mystery Shopping experts, for any organisation – regulators and the regulated – interested in ensuring that frontline staff are adhering to regulatory standards and are treating customers fairly.
Topic Modeling | consumer insights | Synthesio | Ipsos
Customer Insights Publication

Topic Modeling: A new approach to spotting consumer insights

Consumer trends emerge, take hold, then go out of style faster than most marketers and insights pros can keep up with.
The Forces of Customer Experience | Ipsos
Customer Experience Publication

The Forces of Customer Experience

The science of strong relationships in challenging times.
Mind the Promise Experience Gap
Customer Experience Publication

Mind the gap: Why what a brand promises and what it delivers matter

What happens when there is a mismatch between what a brand promises to its consumers and their actual experience? Fiona Moss explores the promise-experience gap, the benefits of aligning the two and the pitfalls of over-promising.