Research
Jamie Thorpe FREELANCE
Stories by this contributor.
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Bring on the secret shoppers
9-Feb-2011
Mary Portas’s Secret Shopper is a lesson in the value of good customer satisfaction research, says Jamie Thorpe, head of commercial relations at Grass Roots.
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Look, engage, drive
July 2010
Jamie Thorpe, head of commercial relations at Grass Roots, explains how Lexus uses customer research to drive performance improvement.
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The frontline of customer satisfaction
8-Jun-2010
Customer sat surveys are all well and good, writes Jamie Thorpe, but companies need to do something about the perception that feedback is not acted upon.