The Research Locker company information, Employees & Contact Information

The Research Locker is a research agency with a difference - our mission is to help companies improve their Customer Experience - through greater understanding of the end-to-end customer journey, how it made customers feel, the effort required to complete their "jobs to be done" and, more importantly, where opportunities for improvement exist. In delivering this insight, we help businesses grow sustainable, profitable revenue through greater customer retention & repeat business as well as enhanced growth & loyalty. We provide bespoke research methodologies to meet your Customer Experience needs. We also triangulate our findings with other available data sources including but not limited to Employee Engagement and Customer Spend/Value data. Key to our approach is the inclusion of Customer Effort and Company Effort metrics as well as establishing how the service interactions impacted the customer emotionally and how this influences their future Customer Loyalty. Measuring both Customer Effort and the customer's perceptions of Company Effort have proven to be a strong predictor of future Customer Loyalty. Emotion is now widely recognised as playing a large part in any significant Customer Experience - and the emotions felt before, during and after a service interaction can strongly influence Customer Loyalty too ... negative emotions can live long in our memories! We use Customer Journey Mapping to bring the end-to-end service experience to life. We feel CJMs are a terrific, visual way of communicating the customer experience to clients and their stakeholders. For more information on how The Research Locker can support your service improvement efforts, email our Head of Research, Scott Davidson, at scott@theresearchlocker.co.uk or call 07718 646 463 for a no obligations chat.