A two-phase mixed-method programme established baseline customer-experience evidence across Clarion Futures’ jobs and training, digital support, and money guidance services.
Research designed to establish both current customer experience and a baseline for future tracking.
Following a strategy review, Clarion Futures identified the need to better understand and measure the experience of customers using its services. Enventure Research was commissioned to explore the customer journey across jobs and training, digital support, and money guidance, and to create baseline evidence that could be tracked over time.
The first phase used a short online survey sent through personalised email invitations and reminders to customers who had used services in the previous 12 months. The qualitative phase then used two 90-minute focus groups and 20 half-hour depth interviews to explore the experience in more detail. Participants were recruited from survey respondents and selected to provide a broad mix of demographics and characteristics.
The programme provided Clarion Futures with evidence on how customers first found out about services, their experience of the support they received, and its impact on confidence, alongside other aspects of the customer journey. The research also created a baseline against which future service performance and experience can be assessed.
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