How we do it? – Observational Research & Consultancy

Our customer experience improvement services provide you with an end-to-end solution, from discovery to continual improvement, designed to help you get the maximum value from your customers’ time and your space:

Time – customers don’t want to waste their time to organisations, because they have much less of it. If a customer takes the time to visit your spaces and has difficulty parking, finding where to go, experience delays or bad service, their perception of your brand (not just the visit) will be tarnished forever. In this fast- moving world, organisations who ensure customer time is used wisely and not wasted, will win.

Space – space is a scarce resource and if you want more, it’s expensive. The ability to understand how customers use your spaces as well as what they think and feel about them can have a significant impact on your business. Space can mean everything from floor space, queueing space, customer parking space, office space or use of a service area and storage.

Konvergence have developed a unique set of observational tools and techniques to measure and improve the use of ‘time’ and ‘space’, proven across many industries all around the world.

What we do? – Our Research & Consultancy Programmes

Our programmes are short, focused and cost effective and carried out by our own team. Solutions require minimal financial investment and always deliver a significant return in terms of growth, profitability and competitive advantage.