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The Why

EE wanted to assess brand experience levels for their website – monitoring reaction over time; with a view to delivering and maintaining a 1st class customer experience.

The How

The core of this research was conducted by means of an online quantitative survey – utilising a ‘pop-under’ intercept methodology on the EE website – in order to capture a random selection of visitors in-situ.

The What Now

Monthly feedback across satisfaction and advocacy metrics was provided – to enable customer ‘pain points’ to be identified. EE was also able to proactively follow-up on customer complaints, supporting their CRM programme.

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