Facts International undertakes ongoing visitor surveys at attractions throughout the country for a wide variety of different clients. Our interviewers use either paper or PDA questionnaires to ensure accurate feedback capture, which is fed through to our clients in a timely manner.

Data can be produced in tabular form, or we can undertake analysis on the results and provide detailed outputs highlighting key insights and trends. For our clients this ensures that activities, campaigns and the general visitor experience can be evaluated quickly ensuring the best return on investment for their business.

Facts International is involved in a number of exit interview projects for retail organisations that include large supermarket chains, take away food outlets, and fashion stores.

Using our nationwide network of interviewers, we provide a professional, non-intrusive approach to gain immediate top-of-mind feedback from customers who have just visited the client store.

By designing easy-to-use questionnaires that are used on a multitude of platforms, we are able to deliver bespoke solutions to best fit our clients requirements, ensuring that they gain valuable insights into their front-end operations.

New product and service development is the lifeblood of any organisation, and Facts International can help make this an effective process. In 2010, we helped a major retailer to better understand attitudes towards recycling, as as well as customer’s opinions towards the retailers' environmental track record.

Facts International carried out 250 mobile computer assisted personal interviews (mCAPI) at four stores, which incorporated a quota of 100 users of automated recycling centres, and 150 general shoppers. In addition to this, 60 mCAPI interviews were conducted at two stores without automatic recycling centres that acted as control sites.

The research has enabled the retailer to develop their existing service and better market it for their customers.

Understanding how organisations' front line staff deliver service is a key element of getting the customer offer right. Facts International can help deliver this understanding through mystery shopping surveys.

Financial services organisations, for example, make use of this insight to understand how products such as mortgages are offered to customers both in their own organisation as well as by the competition.

Adherence to customer experience standards can be measured in this way using Facts International’s field force who give a consistent and accurate level of feedback.

Clients that have used these services are able to review and further develop their customer experience models and front line engagement strategies.