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Customer Journey Mapping: Case Study 1

Morgan Sindall Property Services

Morgan Sindall Property Services, part of the Morgan Sindall Group, a leading construction and regeneration business that operates in the public and commercial sectors, asked Fivespoons to look at their customer journey with a view to improving their customers’ experience and overall income.


We designed and led a full day session with 20 of their mid-level management team that explored their current customer perceptions and looked to identify areas of improvement.  We looked at all sections of the customer journey, from awareness through to retention, and created a bespoke action plan consisting of 15 main action points for the team to change, as well as their first ever customer journey map.  They can now easily identify all their customer touchpoints and have a living document that they can adapt as they make the recommended changes.


To talk to us about how you can make your customers experiences the best they can be just pick up the phone or send us a note. 

What did our client think?

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As a business that relies on its people, its processes and its reputation, we are constantly looking for small ways to improve our customer experience.  The customer journey mapping session run by Fivespoons has helped us create a meaningful action list that we feel confident will help improve our customers’ experiences. Fivespoon’s preparation was excellent and the day was both productive and a lot of fun. We are looking forward to implementing the recommended changes and improving our business further.  I can’t recommend them highly enough.

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Paul Reader, Sales Marketing Director, Morgan Sindall Property Services

A guide to Customer Journey Mapping

Our infographic is a great guide to understanding more about what goes into customer journey maps and why it's something all businesses, of all sizes, should do.

Free two hour marketing consultation 

Sometimes it can be difficult to know where to start when it comes to setting up a business or breathing new life into an established one. 

With our free two hour consultation, we will talk to you in depth about your current situation and what you are hoping to achieve for your business. From this discussion we can pull together our thoughts on what marketing activity we feel you would be best to focus on and the costs associated with this.

 If you like what you read, you can then decide how little or how much activity you wish to proceed with. Everything we do is clearly outlined with no hidden costs or catches. Just simple, clear communication.

Contact us to set up your consultation by phone, zoom or in person (socially distanced, of course).

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