Become the number one choice for your customers

As a leading Customer Experience Agency, we understand that your customers and employees are the cornerstone of your business. Without them, you wouldn’t exist. How they feel about your company matters deeply. A bad experience can be a dealbreaker in your relationship. Do you know how you’re doing? Are you exceeding their expectations?

Partner with us to create a thriving environment for your staff and the best possible experience for your customers, retaining their loyalty and trust.

Are you ready to up your game and become the business of choice for your customers?

Our Solutions

Explore our core solutions as a full-service Customer Experience Agency—from Mystery Shopping to Customer Journey Mapping.

How much does it cost your company to replace a customer or employee?

You’ve probably gone to great lengths and spent thousands of pounds getting new customers or finding the right talent for your teams. What’s more, you’ve put a lot of effort into providing a high-quality service. So, when customers or employees leave, it not only has a huge financial impact on your bottom line but also on your staff, who may experience a loss in morale.

Sadly many companies accept the cost of losing a customer or employee as part of the cost of doing business. But it doesn’t have to be. Studies reveal that about 95 per cent of people that have had a bad service experience don’t complain, they simply walk away.

If you don’t know why your customers are leaving, or why your employees may be disengaged, you can’t do anything to make the necessary changes.

At insight6, we understand how crucial it is to retain good people whether they’re customers or employees to reduce costs and increase profits. And we believe the best way to do this is by delivering an exceptional customer experience.

We have developed a number of bespoke solutions to help you determine what drives satisfaction – or lack of it – among both your employees and customers. Once you understand these influences, our Customer Experience Agency will support you in creating a tailored strategy to enhance every facet of your customer experience.

Testimonials

Here’s what our clients say about working with a Customer Experience Agency that prioritises measurable results.

Michael Jones Jewellers

We had been looking to better understand the experience our customers really have with us for some time and found Paul and insight6 through contacts in the Houlden Group. We arranged a Zoom meeting with Paul and it quickly became clear that he had a fantastic knowledge of customer experience in our sector and what to take into consideration when looking to build a mystery shopping programme for our business. He could not have been more helpful, with great support at every stage. We quickly activated the plan and had online, phone and visits to our 3 stores’ with specific criteria in mind. Each mystery shop result was delivered in a user-friendly format and once the first wave was complete, Paul collated the information and helped us to digest the results. This helped us to set a baseline level of customer experience for our business before starting on a new team training plan, concentrating on any areas highlighted for a raise in standard. Following the success of the mystery visits and enquiries, we commissioned insight6 to develop a customer listening programme. Paul’s experience in this area really shone and he made it really easy for us to make the process work. We can now easily contact our clients following every transaction with our business to ask them for personal feedback and, when positive, an online review. In the first ten days we received over 70 positive emails from our clients, resulting in 14 new 5-star Trustpilot reviews. Paul has been fantastic throughout the process and we have had no issues with any of the insight6 platforms. We have also benefited from the Houlden membership group rates, which makes our prospect and client listening programme excellent value for money.Mark Conway, DirectorMichael Jones Jewellers

Head of Private Client Department

“Cleaver Fulton Rankin have greatly benefited from working with insight6. They are a very professional in delivering the very best customer experience insights. They are a great long term partner to our business.” Michael Graham DirectorHead of Private Client Department

Partner Crawford Mulholland Financial

“insight6 have been invaluable in helping us understand how our customers think and feel. The service they offered gave us a clear understanding of our customers expectations and a benchmark of how we perform against our competitors.” Sam MulhollandPartner Crawford Mulholland Financial

Sherwin O’Riordan Solicitors

"Not only is the client experience project that insight6 has implemented for us proving invaluable but our local business partner has played an integral role in the strategic planning process for our firm - a true business partner!" James Sherwin, Managing PartnerSherwin O'Riordan Solicitors

Belfast Chamber of Commerce

“Working with insight6 on the management of the customer experiences and the judging of the Chamber of Commerce Business Awards 2018 was an absolute pleasure. With tight deadlines and specific criteria insight6 delivered them with military precision, and I would be more than happy to use insight6 in the future.” Paula Kane, Event ManagerBelfast Chamber of Commerce

Craigies

“For the past 10 years, insight6 has partnered with us to transform Craigies from 75k customers per year to over 300k customers. Their local expertise is invaluable." John Sinclair OwnerCraigies

Brownings

"We have had excellent service from insight6. Since working with Stuart and his team we have enhanced sales and staff engagement positively. CX researchers’ reports have helped us identify where extra training is needed and insight6 has delivered this too." John Gall, Managing DirectorBrownings

Owner, Chepstow Garden Centre

"We engaged Mel to review our customer service and work with the team on developing their awareness of delivering good service. Mel is easy to work with and her combination of experience and her natural ability to train and engage with the staff made her an ideal fit for us" James BoyleOwner, Chepstow Garden Centre

JNP Legal

"Working with insight6 has undoubtedly resulted in significant improvement in our initial engagement with clients, and has enhanced the overall client experience we offer and Mel is a pleasure to work with; she is a true professional who provides invaluable support to our business with tangible results. We would highly recommend her." Rebecca ReesJNP Legal

Royal Mint Experience

"Working with Mel at Insight 6 has been a pleasure since day one. The results gained from Insight 6 are extremely detailed and allow us to review, feedback and train staff to maintain and develop the high standards we know we produce.” Anthony Williams - General ManagerRoyal Mint Experience

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UK Customer Experience Agency

Stand out as the top choice for your customers

Boost profitability by growing brand loyalty

Discover how customers really view your business

Convert every enquiry into new business opportunities

Increase retention with regular staff and customer feedback