The company attributes this success in part to the work of its Customer Experience Excellence Centre, which has reported on the UK’s top 20 performing brands according to UK customers for the past five years.

“Moving away from tactical, traditional research took its toll on revenues for a couple of years” said Nunwood MD, Phil Rushfirth. “But our decision to focus on helping companies become leaders in customer experience delivery by combining insight, change management and VoC technology has been fully justified.

“Our work to connect a measurement core, with global best practice, employee engagement and process redesign is a major factor in the patterns of retention and growth we’ve seen this year.”