Royal Mail wanted to measure, monitor and improve customer experience across their digital offerings – most notably their website and the associated microsites, and later mobile versions.
Skopos London designed and executed Project Helix, a multi-strand insight programme comprising a core monthly online tracker (via in-situ on-site intercepts) alongside bespoke qual/quant research – monitoring satisfaction and advocacy levels across their portfolio of customers (Personal, SMEs and Corporates).
Via quarterly action-workshops and individual project dissemination sessions, Skopos London provided continual website monitoring and on-going advice, as well as recommendations on design, aesthetics, navigation and content – to ensure Royal Mail’s digital strategy maximised its ROI.
