The Leadership Factor
We specialise in customer insight. We use qualitative and quantitative research, training, consultancy, and communications to help our clients understand and improve their customer experience.
Since 2008 we’ve been the research partner for the Institute of Customer Service’s UKCSI. It’s a brilliant resource, providing a biannual measure of how customers feel about the leading companies in 13 sectors of the UK economy.
Some quick facts and figures about us:
- Founded in 1996
- Company Partner of the MRS, meaning respondents can check we do things right
- In-house field unit (40 CATI stations conducting 146,000 interviews each year)
- In-house development team for surveying and reporting tools
- Over one million online responses via email and SMS
- ISO27001 (Information Security standard) accredited, so your data is safe
- ISO9001 (Quality standard) accredited, and continuously improving our systems