fhios offers real expertise and insight which is invaluable in addressing usability as an issue, a thoroughly professional approach and a pleasure to work with"
Head of Online Services, Business Link for London
fhios is a recognised leader in conducting customer experience research in the Not for Profit, trade and industry sectors. Since its formation in 2002, fhios has conducted over 20 research and design projects in not for profit, trade and industry sectors bringing real benefits and results to organisations such as the Investors in People (IIP), ACAS, BMA, Business Links for London, Institute of Directors, The BBC and The British Council.
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.