Konvergence

Cutomer Experience in Buildings & Spaces

  • Home
  • Latest
  • About
  • People
  • Sectors
    • Dealerships
    • Restaurants
    • Retail stores
    • Airports
    • Local Government
    • Banks
    • Healthcare
    • Telecoms
    • Libraries
    • Workspace
    • Bespoke Training
  • Services
    • Discover
    • Deliver
    • Sustain
    • Training – ‘Safaris’
    • Study Activities
    • One Public Estate
  • Case Studies
  • Contact

Customer Experience Research Methods for Buildings & Outside Spaces

We use different customer experience research methods on each project and always customise our data collection methods to specifically suit the situation we are researching and the environment we are working in. Working in a busy airport is very different to working in a small bank branch. Working outside in winter in the North of England is different to working inside in Summer in Morocco.

The following is a list of  what we would call our core activities that we use in virtually every customer environment we study, wherever we are in the world:

Customer Demand Analysis

What is it ? – Footfall data captured in tally counts every 15 minutes for the duration of each study including flow in, flow out, group sizes, abandonments and the types of interactions and activities that take place.

Why do it? – To understand the true demand placed on the physical space and its supporting facilities, how well the demand is being managed and how effective it is at converting demand into opportunities.

 

Customer Journey Tracking

What is it? – Timings and observations taken of customers from the moment they arrive until they leave. Customers who are tracked would also be interviewed.

Why do it? – To ‘decode’ customer journeys in order to gain a deeper understanding of how customers interact with the space (from the moment they arrive until they leave), including waste and of the processes used to manage each stage of their journey.

 

Customer-Staff Behaviour Analysis

What is it? – Space would be divided into zones for reporting purposes. Snapshots would be taken at regular interviews on customer-staff behaviours & activities and in which zone they are observed.

Why do it? – To understand the types of activities and behaviours performed by customers and staff and where they take place.

 

Customer Use of Facilities

What is it? – Space would be divided into zones for reporting purposes and a list of facilities taken. Snapshots would be taken at regular intervals on the utilisation of facilities within each zone.

Why do it? – To understand how efficiently and effectively services and key facilities are being used by customers and staff.

 

Customer Experience Surveys

What is it? – Customer experience surveys (5 mins / survey) taken as customers leave – focusing in particularly on the customer journey experience. Customers interviewed would also be tracked.

Why do it? – To understand customer’s feelings & perceptions about their visit on the day, what mattered most and to identify opportunities for improvement.

 

Staff Perceptions Surveys

What is it? – Interviews with staff members – focusing on the customer journey experience.

Why do it? – To compare staff perceptions with how customer’s feel about the customer experience and to identify opportunities for improvement.

 

General Observations

What is it? – Time stamped observations. (Anything that catches our attention).

Why do it? – To capture issues and opportunities for improvement as they occur throughout the day.

 

Get In Touch
⇒Discover
⇒Deliver
⇒Sustain

konvergence logo orange
Get In Touch

  • Facebook
  • LinkedIn
  • Twitter

Konvergence Consulting (UK) Ltd
Innospace
The Shed
Chester St
Manchester
M1 5GD
Tel: +44 161 298 1990
Registered in England Nr 6025215
VAT reg Nr 900158073
Privacy Policy

KonvergenceUKPaul Purcell@KonvergenceUK·
5 Jun 2020

Emirates new customer flow management tactics include boarding agents and ground staff who interact directly with travellers donning protective disposable gowns and safety visors.
#customerflowmanagment #customerexperience #airports

https://buff.ly/3dbMbZE

Reply on Twitter 1268893592828903424Retweet on Twitter 1268893592828903424Like on Twitter 1268893592828903424Twitter 1268893592828903424
Load More...

Copyright © 2022 · Konvergence Consulting (UK) Ltd