Category Archives: Uncategorized

Why single number customer metrics are flawed

8 February 2019

The following is an abbreviation of an article written by Gerry Brown on 31 Jan 2019 ( In the world of business, and more specifically customer experience, the focus on single number metrics, whether that be NPS, CES or CSAT,… Read more

Are you satisfied with your online revenue?

2 November 2018

There are a number of ways a business can improve customer satisfaction online, but first you need to know what exactly to look out for. Making a purchase can be completed in a matter of seconds due to the online… Read more

Should you be measuring customer experience beyond NPS?

5 September 2018

With NPS losing traction and not providing a big picture in terms of customer service performance. What is the alternative? Customer experience boils down to the perception a customer has of a brand. Everything a company does contributes towards how… Read more

Customer Experiences Series – Case Study Two

27 July 2018

Case study from the CEO of HOED Research, who visited a local homeware store. “Just because people understand what to do, doesn’t ensure that they will actually do it – Marshall Goldsmith” The following account is from a senior manager… Read more

Customer Experiences Series – Case Study One

13 July 2018

Case study one, showcasing how to evaluate customer experiences. In today’s consumer age, it is important to consider the ‘customer journey’ when attempting to maximise business success. Many companies allocate massive budgets to ‘re-branding’ and ‘marketing,’ but few consider third-party… Read more

Vigil Intensive – enabling positive behavioural change that lasts

31 July 2017

“Highly engaged employees make the customer experience. Disengaged employees break it.” –Timothy R. Clark Customer service is one battleground that can’t be won without a good army by your side – but keeping your team engaged and working towards the… Read more

From touchpoints to journeys: Seeing the world as customers do

26 August 2016

Nicolas Maechler, Kevin Neher, and Robert Park To maximize customer satisfaction, companies have long emphasized touchpoints. But doing so can divert attention from the more important issue: the customer’s end-to-end journey. When most companies focus on customer experience they think about… Read more

UK research proves physical stores still ‘essential’

10 August 2016

Inside Retail NZ Physical stores remain essential to UK retail according to new research from Verdict Retail and real estate firm, British Land. Despite the rapid growth of online shopping in recent years, in 2015, 89 per cent (£278 billion) of… Read more

Why Mystery Shoppers Are More Accurate Than Customer Surveys 

24 March 2016

Jerome   If you want to gather feedback about your business which is more effective – customer surveys or mystery shoppers? Many businesses use customer surveys to gain information about how their companies could improve, but there are several reasons… Read more

Hoed Research Wins Major Lotto NZ Contract

1 March 2016

Hoed Research NZ has been awarded a three-year contract with Lotto NZ to help measure and improve its customer service offering and to track compliance requirements. Lotto NZ is a Crown entity which promotes, organises and conducts lottery games. Through… Read more