We appointed fhios to provide guidance on usability and accessibility during the development of our new NS&I site.
Their guidance and insight on these issues proved
invaluable and we have no hesitation in recommending them as a thoroughly professional team that deliver work of the highest standard.

Head of Market Planning & Research, NS&I

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Customer Experience Research

A Customer Centric Approach

Modern consumers and customers are more demanding and are challenging today's businesses to deliver a standard of customer service across ALL customer touch points that are consistent and meets the same exacting standards as customers expect. At fhios we work with our clients to ensure they are meeting the expectations of their customers and delivering a quality and standard of service that reflects their real world brand values.

We mitigate the risk of user rejection

fhios provides insight as to why you win, retain or lose customers, what they like about your offering or your competitors, which is essential in developing, maintaining and delivering successful digital and non-digital products and services. Acquiring this knowledge involves in-depth research into your customer's behaviour, their needs and expectations.

The fhios User Research service offering includes:

fhios offers a range of research solutions that can be employed to address a range of business requirements, such as:

• Identifying the features and functions your customers want access or to interact with online, from a service or physical product.
• Identifying your customer's 'likes, dislikes, brand perception and propensity to transact', which are key in determining the overall customer experience.
• Highlighting problems with product, service or website usability that hinders the customer achieving their goals.
• Providing 'real' customer feedback and performance data that will help to inform improvements to the customer experience across any given customer touch point.
• Benchmarking all customer touch points to assess the 'Total Customer Experience' that will identify areas that need improvement.

fhios employs a number of qualitative and quantitative methods. Please click on the link below for more information:

• fhios Service offering...