OUR CX SOLUTIONS

Measure: Creating a CX measurement framework

W5 is the first company in Ireland to specialise in measuring the ‘voice of the customer’. We continue to lead the field, designing and delivering best-in-class customer feedback and Voice of the Customer (VoC) programmes that allow organisations to measure and understand the connection between customer experiences, operations and business results.

We believe in seeking and uncovering insight directly from customers and stakeholders, and we're big advocates of using data and measurement to guide insight. This steers design, which impacts outcomes and transformation.

Measuring the wrong things leads to bad outcomes, and knowing what and what not to measure, and when, is as much art as it is science.

How W5 mined data to help Norwegian address key customer issues

By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.

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Meaningful customer experience measurement

We don't believe in measurement for measurement’s sake - it must support choices, drive action and impact business outcomes through greater customer connections. Too often measurement is focused on the experience itself, rather than how the experience impacts the business. This can create a disconnect between the value of customer experience management and the leadership that decides where, when and in what to invest.

We believe in evaluating the degree of connection between the customer and business, ensuring that the customer experience promotes it, operations support it and business results accrue from it. We develop and implement a CX measurement framework and systems, underpinned by analytics, to translate massive amounts of data and to understand what drives customer’s satisfaction and your business results.

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Clients we've helped

We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
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We worked alongside Allianz supporting the development of a road map to customer centricity.
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We've worked with Gas Networks Ireland since 2007 measuring their performance and providing the insight that led them to deliver an award-winning service.
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The W5 team coached and trained ESB Networks in CX strategy and implementation to help them overcome key challenges and identify opportunities to improve experiences.
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Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
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By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
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Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
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By mining data to unveil deep customer insights, we helped Norwegian to address key customer issues, leading to the airline winning a Best Customer Service award.
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We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
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Start the conversation

Get in touch with the W5 team about customer experience management or chat with us online.