Working with fhios has helped us gain a clearer understanding of how our customers perceive our site, and the problems they encounter while using the site on their own PCs. We can now use this information to continue improving the online experience of our customers.
Customer Experience Manager - Egg Plc.
fhios is an internationally recognised leader in conducting customer experience research in the Financial Services sector. Since its formation in 2002, fhios has conducted over 45 research and design projects in Financial Services bringing real benefits and results to organisations such as HSBC, HBOS, Halifax, Bank of Scotland, Alliance & Leicester, National Savings, Legal & General, AA Insurance, Zurich and Egg
We are totally focussed in helping our clients achieve the optimum ‘customer experience’ regardless of channel or medium. By using our methods and expertise, we explore 3 key elements that make up an ‘experience’ for a given moment in time and make recommendations for improvements. The 3 states can be defined as the customer’s psychological state (i.e. perception of brand), the cognitive process (completing a task or journey) and the actual engagement with the product, service or channel. This approach adopted across all customer touch points would improve the overall ‘total customer experience’ significantly enhancing the customer's brand perception and loyalty.