Focus Groups

 

Focus groups provide an excellent insight to understanding what is important to customers in the customer service experience. Typically a group of 8-10 people are asked about their attitude towards a product, service, concept, advertisement, idea or packaging. Questions are asked in an interactive group where participants are free to talk with other group members.

 

Focus Groups are an important way of acquiring qualitative feedback and form a great input to the ongoing customer service improvement program.

 

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