Innovation & Knowledge

Customer Experience

Customer Experience is Everyone’s Business

Customer expectations are higher than ever before, so why aren't more UK businesses taking the role of delivering an exceptional Customer Experience seriously?
4 June 2019
Consumer Goods
Customer Experience

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.
31 May 2019

Features

Discover Tech Tracker

Ipsos MORI's Tech Tracker is a quarterly, GB nationally representative survey which measures the emerging trends and developments in technology, allowing brands to identify valuable consumer focused opportunities.

Tech Tracker

See also:

Ipsos MORI Research Highlights
Understanding Society
The Reputation Council Report

Customer Experience

High hopes: Tips for ensuring successful text analytics

Text analytics is now an established component of many market research programmes. However, as its popularity has increased, so have expectations of what it can deliver. Here, Fiona Moss provides five ground rules to follow to ensure more success in using text analytics tools.
25 March 2019
Customer Experience

The Behavioural Science of CPG: Disrupting the customer experience

One of the most important developments facing brands today is how digital technology is fundamentally changing customer behaviour and decision-making. This paper introduces five 'Mind Economy' trends to suggest how consumer packaged goods (CPG) brands can achieve growth in this reality.
3 December 2018
Consumer Goods
Customer Experience

From products to experiences: Why Customer Experience matters in CPG

It's not new to suggest digitisation has changed the makeup of the retail industry and, in extension, how retail experiences are judged. However, the digital economy also presents new opportunities for consumer packaged goods manufacturers to bypass retailers entirely. Can the revolution in the CPG supply chain mean an evolution of customer experience?
4 September 2018
Consumer Goods
Customer Experience

Mystery shopping in the luxury industry

In this paper, three highly experienced mystery shopping experts share their knowledge and opinions on different aspects of mystery shopping in the luxury industry and how it is a vital ingredient in a holistic Customer Experience strategy.
6 July 2018
Luxury
Customer Experience

Changing gear: How mystery shopping drives a better automotive CX performance

What should an automotive mystery shopping programme focus on? What do car manufacturers and dealers want from one? Jakub Hankovský explores the different options available to manufacturers, importers and dealerships, and how a well-executed campaign can fuel a better customer experience for customers and employees alike.
6 July 2018
Automotive
Customer Experience

When difference doesn’t mean different: Understanding cultural bias

Running global Customer Experience studies provides both better value for money than individual country studies and a degree of standardisation across markets. However, their validity remains at risk from an age-old research problem: cultural bias.
3 July 2018
Customer Experience

Get Fair or Fail: Why Fairness is Key to Business Success

Acknowledgement of customer experience (CX) as a driver of business performance is at an all-time high, with most companies making significant investments to meet their customers’ needs. But for many the question remains; how do you choose which customers or situations to prioritise?
29 January 2018
Customer Experience

Great Expectations: Are service expectations really rising?

Ipsos MORI has combined the findings from existing and new research to explore the link between customer satisfaction at a particular service interaction and the customer’s relationship with that brand.
22 November 2017

Customer Experience is Everyone’s Business

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

Features

Discover Tech Tracker

High hopes: Tips for ensuring successful text analytics

The Behavioural Science of CPG: Disrupting the customer experience

From products to experiences: Why Customer Experience matters in CPG

Mystery shopping in the luxury industry

Changing gear: How mystery shopping drives a better automotive CX performance

When difference doesn’t mean different: Understanding cultural bias

Get Fair or Fail: Why Fairness is Key to Business Success

Great Expectations: Are service expectations really rising?