The focus group research conducted by fhios enabled us to make important decisions about the future of UpMyStreet in terms of revenue models and further enhancements. The research undertaken by the fhios team was invaluable in our decision making process and we consider their work to be an integral part of the subsequent redesign of the UpMyStreet website.
Marketing Director, UpMyStreet
fhios is an recognised leader in conducting customer experience research in the Utilities sector. Since its formation in 2002, fhios has conducted over 10 research and design projects in the Utilities sector bringing real benefits and results (and awards) to organisations such as nPower, Uswitch and Three Valleys Water,
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.