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.
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What did our client think?
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.
Paul Reader, Sales Marketing Director, Morgan Sindall Property Services
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