Measuring CX with data science and customer feedback programmes
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.
Read their storyMeaningful 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.
Want to know more about CX measurement?
Clients we've helped
We helped AIB Merchant Services to significantly reduce churn by rolling out our award-winning customer-centricity programme.
Read their story
We worked alongside Allianz supporting the development of a road map to customer centricity.
Read their story
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.
Read their story
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.
Read their story
Our customer journey mapping for Dublin Bus put its customers at the centre of operations and helped to breed a unified customer-first culture.
Read their story
By focusing on the voice of the customer, we enabled Jameson Whiskey to understand the impact of its visitor experience and boost NPS.
Read their story
Our CX strategy design and customer feedback programme helped eir to improve NPS, reduce churn rate and boost customer acquisition.
Read their story
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.
Read their story
We designed and built a VoC programme to help Irish Water better understand customer behaviours and carry out continuous CX improvement initiatives.
Read their story
Start the conversation
Get in touch with the W5 team about customer experience management or chat with us online.