Customer understanding
Strategic insight into customer motivations – helping you influence decisions, not just track demographics
Your customers’ needs are evolving. We’re here to help you keep up.
Trends move fast. New platforms pop up. Customer expectations shift overnight. It’s never been harder – or more important – to truly understand what makes your customers tick.
Without that clarity, it’s easy to waste time and budget chasing the wrong things. But when you do have the right insight, you can shape your products or services, brand and marketing around what your customers actually want – driving growth where it matters most.
That’s where we come in.
As your expert insight team, we don’t just deliver data – we uncover the why behind customer behaviour. We help you see your customers clearly, hear what matters to them and feel what they feel – so you can make customer-centric decisions that drive growth.
Why it matters
“When businesses truly understand what’s driving their customers’ choices – not just what they say, but how they feel and behave – that’s when they can make the smartest decisions. Our role is to help brands cut through the noise and get to the real insight that unlocks growth.”
Katie Francis, Customer Solutions Lead
Katie Francis,
Customer Solutions Lead
How we help you get closer to your customers
Customer journeys & experience
Every journey is different. We help you unpick the complexity, identify pain points and moments of delight, and track how experiences are evolving – so you can prioritise what matters most and improve NPS and customer satisfaction.
Methods we use:
- Immersive depth interviews – uncover rich, detailed insights through one-on-one conversations.
- Collaborative groups and workshops – spark passionate discussions through tasks and projective techniques.
- Discussion rooms – gather unfiltered, top-of-mind qualitative feedback at scale.
- In-the-moment diaries – capture real behaviours as they happen.
- Map tasks – uncover where people are going and why.
- CEX and CSAT tracking – monitor customer experience across key metrics.
Customer closeness & personas
See the world through your customers’ eyes. We bring customers to life with rich, immersive insight that your stakeholders can instantly connect with – making it easier to embed customer understanding across your organisation.
Methods we use:
- Meet the customer workshops – expertly facilitated that connect stakeholders directly with customers.
- Customer speed dating – quick-fire one-on-ones that give stakeholders direct access to real customer voices.
- Applied ethnography – observation-led insight that reveals how people truly think, feel and behave.
- Video pen portraits – vivid, human stories that bring your customers to life.
- Bespoke segmentation – tailored frameworks to identify and deeply understand key customer groups.
Customer listening
Not every customer insight starts with a question. We help you listen to the organic conversations your customers are already having – revealing emerging needs, unspoken tensions and white space opportunities.
Methods we use:
- 24/7 social listening.
- Analysis of customer touchpoints, customer service, NPS feedback and more, using strat7.ai.
Your Customer Spotlight
Our bespoke Your Customer Spotlight solution is designed to bring you closer to your customers by tailoring a customer closeness approach that meets your specific business needs.
It’s a powerful tool to identify unmet customer needs, pain points and strengths that could warrant further explanation.
Your Customer Spotlight is the perfect complement to a traditional research programme, helping you to enhance customer engagement and drive business success.
Case study
Driving cultural change at a global online food delivery company with a Customer Festival
Expert insight, every step of the way
When you work with us, you’re not just getting research – you’re getting answers.
Our experienced team knows how to cut through complexity and bring clarity to your customer understanding.
We’ll help you spot the real opportunities, avoid costly missteps, and turn customer insight into action that delivers stronger brands, better products, and smarter decisions faster.
Other solutions
We give you the clarity to act with confidence – whether it’s optimising digital experiences, understanding customers and markets, validating new products, refining brand strategy or maximising campaign performance. We turn complex insights into practical actions that drive growth and impact.
Product innovation
Evidence-based validation of concepts and pricing, eliminating guesswork before launch.
Comms & campaigns
Performance insight that predicts responses – driving conversion as well as engagement.
Brand strategy
Strategic insight into brand perception gaps – so you can strengthen advantages and eliminate weaknesses.
Market understanding
Early intelligence on market disruption – so you can adapt strategy before change becomes obvious.
UX & online optimisation
Actionable insight into user behaviour, ensuring every click and interaction is optimised.
Meet some of our clients
