What Our Clients Say

Guardian Glass logo

Customer Champions’ professionalism has enabled us to set up and run a European wide Net Promoter Score (NPS) survey that reports on a quarterly basis. The survey conducted over the phone in over 30 countries in some dozen different languages provides us with both highly actionable data at a corporate level, and where appropriate at an individual customer level. This enables us to drive continuous improvement in the relationship with our customers by using the feedback to leverage our strengths across the region and improve upon the gaps identified in our performance. The expertise provided through Customer Champions has allowed us to drive our business by being truly customer focused and utilise NPS as a KPI across our European business. If you are considering utilising NPS within your own business I would strongly recommend that you get in contact with Customer Champions.

Marketing Director, Guardian Europe


AS Watson logo

Delivered through our multiple retail brands, customer service is a vital element of the AS Watson global proposition. Within Europe we were looking for a partner to work with to help us further develop our mystery shopping programme through the use of Customer Journey Mapping. Customer Champions filled that role perfectly by developing a bespoke workshop for our colleagues from 14 different European countries and facilitating the development of a customer journey map for each individual business unit. They also provided ‘train the trainer’ tools to enable them to independently run their own in-country sessions. This was further supported by pre and post event documentation. I would thoroughly recommend Customer Champions to help any organisation to gain the maximum return from Customer Journey Mapping.

Group Learning and Development Director, Europe Group Human Resources, Europe


Network Rail logo

Customer Champions reacted professionally to a very short lead time to develop and execute a bespoke customer journey mapping two day workshop for Network Rail. With multiple functions represented at the workshop, Customer Champions facilitated both the overall event and round table discussions to enable the Network Rail team to be introduced to customer journey mapping, and to identify the key customer touchpoints. From here the teams captured both customer and corporate issues that needed to be tackled to improve the overall experience of our customers. Customer Champions have enabled us to continue to improve our customers’ experience.

Programme Director, Property, Network Rail


smiths logo

Customer Champions’ experience and professionalism enabled them to work closely with us to ensure they have a clear and detailed understanding of our needs. Over a four year relationship, we have jointly developed and executed a multi-language global online survey capturing the thoughts of our IT customers. The results, analysed and presented by Customer Champions, enabled us to develop a clear action plan on where we need to focus to continue on our journey of improving the level of service we can deliver to our customers year on year.

Vice President, Business Engagement. Smiths


QinetiQ logo

QinetiQ have worked closely with Customer Champions since 2006. They recently completed a high quality piece of work by interviewing face to face some of our most senior customers within the MOD (2* and 3* level). Their professional approach and knowledge of our market has enabled them to capture detailed customer feedback, including accurate and actionable verbatim. The feedback covers both our current performance, and importantly how customers see our role with them going forward. This work has enabled us confidently to follow up on these detailed reports with our customers.

Strategic Business Director - Defence. QinetiQ


Heathrow logo

Heathrow working in close collaboration with its airline business partners is crucial if we are to achieve our vision of being the UK’s direct connection to the world and Europe’s hub of choice by making every journey better. However our previous airline business partner survey was not providing the business with meaningful and actionable results to help Heathrow understand how it could improve its working relationship with its airline business partners.

Customer Champions’ fresh approach to understanding the key issues amongst airline business partners and producing engaging and insightful outputs was fundamental in the successful implementation of the new research programme. The online survey achieved our highest ever response rate from a business partner survey and the clear actionable findings have supported the deployment of effective communications both with Heathrow employees and with its airline business partner and most importantly has allowed the implementation of actions to increase the level of collaboration.

Commercial Research and Insight Manager. Heathrow


Smiths Detection logo

Since we commissioned Customer Champions they have worked in close partnership with us to initially develop a customer focused survey for a UK trial, and then to roll it out globally in several languages. Their ability to analyse and interpret the data has enabled us as a management team to develop a clear plan of action based upon our customers’ insight.

I would strongly recommend that companies consider Customer Champions for global B2B customer feedback programmes where they not only want customer feedback but also want to be in a position to deliver change because of it.

Director of Communications. Smiths Detection


Roke Manor Research logo

Their approach of initially gathering the views on our current levels of customer engagement from our employees generally and those of the leadership team, through a combination of individual interviews and workshops, has enriched both our understanding and formed a strong foundation from which to now gather customer input. This has been done by Customer Champions conducting in-depth interviews with key decision makers in our customer base, and supporting us in the identification of effective action plans.

Sales & Marketing Director, Roke


Capgemini logo

Customer Champions’ customer insight skills provided us with a positive differentiator in supporting our successful outsourcing bid. Subsequently their experience and professionalism have ensured a highly successful deployment of a global online survey. Their analysis of our customer’s end-user feedback has given us real insight that will help us focus our service improvement programme on the right things..

Account Director, Application Services, Capgemini


Skillsmart Retail logo

Customer Champions’ retail knowledge ensured that they delivered to us a valuable report that not only met our research needs, but also our commercial needs. I would recommend them to any organisation wanting further insight into its retail customer service processes.

Research Manager, Skillsmart Retail


Environmental Agency logo

Our research was telling us that our customers weren’t happy, but it wasn’t giving us clear direction on why and what to do about it. The only action we could recommend was more research. If that sounds familiar to you, I suggest you contact Customer Champions.

Market Research and Evaluation Advisor


Met Office logo

Customer Champions has led a number of workshops across the business to help us to define our corporate strategy for gathering and acting upon customer feedback. With their clear and supportive guidance we have moved to developing Customer Journey Maps to provide a clearer direction for our Customer Strategy. This has provided the direction required to help review and update previous corporate surveys, the outputs from which will help us to create an even clearer understanding of our customers’ needs and how we are meeting these ranging from a very high level corporate view, down to individual markets and key customers.

Market Intelligence Manager, Met Office


Heathrow logo

Working to an extremely tight deadline Customer Champions delivered an excellent piece of insightful research that was presented through an interactive workshop. Their professional and flexible approach delivered not only meaningful feedback but also a detailed and valuable action plan ensuring that all key stakeholders could maximise the value of the feedback received.

Market Research Manager, Commercial & Retail


QinetiQ logo

We found Customer Champions to be professional and diligent in their execution of our market awareness and understanding study of key decision makers in the US Airport market, with specific attention to the technical complexities. They helped us throughout the whole programme from refining the brief, developing the questionnaire, conducting telephone based interviews, running an interactive workshop on the results, and supported the development of an executive summary that was issued to the wider market as marketing collateral.

Marketing Manager


Qinetiq logo

Having sponsored and supported the British challengers, James Cracknell and Ben Fogle, in the race to the South Pole, it was vital that we could measure the commercial impact of this investment. Customer Champions delivered a highly professional awareness tracking survey that will provide vital data on the stickiness of sponsorship of such ventures.

Sales and Marketing Director


Environmental Agency logo

Customer Champions have provided high quality facilitation skills in helping the Environment Agency roll out a nationwide series of Customer Service workshops. Their experience ensured that employees attending the workshops were able to contribute to, develop, and commit to their own action plans to ultimately deliver high levels of customer service.

Head of Customer Relations


Serco Solutions logo

Serco selected Customer Champions to better understand the value we deliver to our customers, and in which areas we can increase this. They interviewed our customers in a professional manner and highlighted a number of key areas we need to focus on to grow our business. Their focus on action planning will ensure we will take the results forward and demonstrate further added value to our customers.

M.D. Private Sector, Serco Solutions


B&Q logo

Customer Champions have been our key partner in helping us fully understand the cost of a customer complaint to our business, and then to focus on putting effective correction plans in place. Their professional approach has ensured that we have not only got senior management support to the programme, but also that of our stores.”

B&Q Customer Care Manager


QinetiQ logo

“As an organisation we can see the value of ensuring that our customer feedback programme completes the Customer Champions cycle going from data collection, through internal communications, action planning, action deployment, and finally customer communication. Customer Champions are an invaluable partner in working closely with us to ensure that not only do we complete the cycle, but vitally provide a relationship to our customers that is valuable for all parties.”

QinetiQ Head of Research and Market Planning, Group Marketing


Environmental Agency logo

Customer Champions have been instrumental in helping us develop our customer survey and it is now much more aligned with our customers’ needs. Their detailed analysis identified areas for improvement and showed us which ones will deliver the biggest impact for our customers. We are now improving our service based on what customers have told us they want and we are meeting our own strategic needs.

Communications Planning and Development Manager


AURA logo

“Customer Champions perspectives on Customer Satisfaction rated highly by AURA members. At the AURA (Association of Users of Research Agencies) 2006 seminar dedicated to Customer Satisfaction, Customer Champions received a very high rating (4.4 out of 5, where 5 = ‘excellent’). Colin Bates of Customer Champions whose presentation was described as “very insightful”, commented that “We are delighted that this important audience recognised our expertise and knowledge that we can offer to them in this vital aspect of any company’s business.”

AURA Spokesperson


BT logo

“Customer Champions’ level of market knowledge and overall business experience meant that we did not have to invest heavily in bringing them up to speed before talking to our customers. Their marketing experience ensured that we could jointly develop an overall marketing strategy that would ensure that we supported our customer needs by offering them unique key benefits through our services to their business.”

BT Marketing Manager


BP logo

“Customer Champions have been a key partner in successfully rolling out our global Customer Value Management programme. They have executed a series of excellent workshops that have been focused on understanding customer feedback, maximising its value through interpretation, and the development of detailed action plans.”

Market Research Manager, Business to Business, BP


BT Government Directorate logo

“Customer Champions brought an exceptional level of marketing professionalism to our customer segmentation programme. The very high quality of their interviewers provided a depth of knowledge that added true value to our customer understanding. This combined with their total belief in our programme, high levels of enthusiasm and patience, provided a level of service I have not experienced from any other marketing agency.”

Head of Marketing – BT Government Directorate


Nokia logo

“Customer Champions involvement with our global Trade Customer Satisfaction Survey helped us maximise the value of the data that was being collected, and enabled us to more clearly identify those issues that would provide us with the greatest return on our marketing investment.”

Customer Insight Manager, Nokia


BT Major Business logo

“Customer Champions’ drive, knowledge, and expertise has helped BT to gain a better understanding of how it maximises the return it gets from its business marketing budgets, supporting a shift in both culture and practice in this area.”

Marketing Budget Manager, BT Major Business


Customer Champions’ audit of our current customer satisfaction programme has been excellent, and we now have a much clearer route map of how we can further improve the programme, and ultimately improve the service level that we provide to our customers.

Customer Services Director, National Retailer


Customer Champions gave us valuable insight into an extremely difficult to contact group of public sector professionals. The telephone interviews were conducted sensitively, and their presentation enhanced the British Red Cross’ understanding of our positioning among this audience, and how we could develop it further.

Market Research Manager. British Red Cross