We often look to fhios for some of our most urgent and actionable research, their methodological approach and
efficient reporting make them a valuable supplier. They are flexible but reliable too, which also makes them a pleasure
to work with.
Head of Product Research, Orange
fhios is an internationally recognised leader in conducting customer experience research in the mobile/telecom industry. Since its formation in 2002, fhios has conducted over 120 research projects in the telecom sector throughout UK, Europe and Latin America. Our clients in this sector include a number of industry leading companies such as Orange, O2, France Telecom, Telefonica, Cellectivity and Telemig Celular.
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.