Two man deliveries Customer Journey Mapping

With 29 million store customers and nearly a billion online visitors every year, Argos is one of the UK’s largest and most trusted multichannel retailers. Whilst most of its products are purchased and picked up same-day, many of its larger items such as furniture and some electricals are home delivered, often needing two people to physically carry the item.

Argos commissioned Customer Faithful to explore the experience of customers placing such orders, known in retail as a ‘2-man drop’. In particular Argos wanted to understand better what really mattered to customers in the delivery process and how input from the contact centre might improve their experience.

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Katy Carlisle
Navigating the NHS Patient Experience Meta-Analysis

Pfizer is a global pharmaceutical company, developing and producing medicines and vaccines across a wide range of therapy areas.

Customer Faithful was commissioned by Pfizer UK to re-analyse existing Pfizer research data sets to explore a new research question –what factors did patients define as impacting their ability to navigate their NHS healthcare, within and across each dataset?

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Katy Carlisle
“Keep The Best” Brand repositioning

Founded in 1972, Crabtree & Evelyn (C&E) has evolved from a small, family-run business – specializing in fine soaps from around the world – to an international company, best known and respected for its original fragrances, luxurious toiletries and gifts.

C&E has both heritage and recognition across a number of diverse markets worldwide. Its product ranges extend from the traditional (Lavender, Rosewater) to the contemporary (La Source, Citron + Coriander). C&E needed to develop a clear and practical brand strategy, firmly grounded in customer insight and their needs.

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Katy Carlisle
Sheffield Test Bed Patient Experience Research

“Sheffield Perfect Patient Pathway” is a test bed programme – aimed at conducting real world impact (RWI) evaluation of new technologies to improve patient care and reduce costs in the UK’s National Health Service (NHS)

Teva commissioned Customer Faithful to provide a comprehensive evaluation of the patient experience across a 9-month test period. The research design consisted of patient interviews, focus groups and video observation, as well as feedback consultations with GPs, respiratory nurses and GP Practice Managers.

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Katy Carlisle
From Moving In to Moving On: The Tenant Experience Journey

Circle is a major provider of social housing in the UK, as part of its wider mission to enhance people’s ‘life chances’. 

Circle asked Customer Faithful to explore the experience of its tenants, from everyday challenges through to landmark events such as moving in or out of their home. Our goal was to identify where Circle should focus its efforts to enhance the overall tenant experience. 

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Katy Carlisle