"How do customers feel about what we do today?"

Quality of customer experience:

Businesses must orchestrate memorable events for their customers - that memory often becomes the product - the "experience”. These assignments are designed to see where a brand’s customer experience works well and where it needs to change. These projects are about far more than just measuring satisfaction – the most effective incorporate data from secondary sources to make a link between how a customer feels and business success, identify opportunities to change what exists today and often involve supplementary qualitative research to build a depth of understanding