Using Research to Improve the Customer’s Experience

Ruth Walker, Scottish Enterprise
March 2005

Scottish Enterprise undertook a 'Customer Raids' programme to investigate how companies drive customer improvement through their business. They gained first hand insight into companies like Pret à Manger, Virgin Rail and Standard Life. Scottish Enterprise shared the findings of this programme and how they used it alongside their own detailed customer research to help drive improvements in customer service.

Download the presentation (PDF 98KB, PDF Help).

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