We (Teletext) found the combination of telephone research and task based testing very useful in understanding the barriers to usage of our Freeview text service. This has helped us prioritise our development plans and improve the service. The Fhios team were approachable and worked with us as a team to ensure we designed the best possible research to meet our objectives.
Head of Customer Insights, Teletext
fhios is an recognised leader in conducting customer experience research in the Media & Publishing sector. Since its formation in 2002, fhios has conducted over 20 research and design projects in the Media & Publishing sector bringing real benefits and results to organisations such as Lexis Nexis, The Guardian, Reed Business, NDS, Teletext, NTL and Reuters
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.