Business challenge
A new build developer is aware that its customer experience could be improved, and one of the problems identified is that there is currently no consistent, joined-up customer journey/experience framework. The business is looking to invest in a streamlined framework including new initiatives, which it hopes will build brand trust, and improve customer experience.
They wanted to conduct some research to ensure investments are focused on customer needs and outcomes are optimised.
Our approach
We conducted 6 focus groups (a combination of both online and face-to-face), lasting 90 minutes.
- We spoke to a good demographic spread, a mixture of both first time buyers and movers, those at different stages of the purchase and those with different budget types.
- We took respondents through the whole customer journey of buying a new build, from doing the research all the way to the experience of living in the home. We also tested 5 different propositions.
Outcome
By doing this research we were able to identify the good points but also the pain points through the customer journey, and what the ideal experience would look like. We also provided recommendations to the client on what propositions were most appealing to build trust and improve the customer experience.