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customer experience

Improving customer satisfaction at every point of contact.

Customers cannot always articulate the issues and incidents that shape their satisfaction and drive perceptions of service. Our approach to researching customer experience in service-based organisations, like pubs and bars, hotels and restaurants, is therefore to place ourselves directly into the service environment, where we can observe customer interactions at first hand, and talk to them as they experience the customer experience. As well as identifying opportunities to improve customer satisfaction, this approach often enables us to improve income generation.

JW Lees

Brand definition for Manchesters favourite landlord.

"The JW Lees Brands research conducted by Visuality has opened the businesses' eyes to how consumers in the North West actually perceive the JW Lees brand and JW Lees pubs. This has had an immediate impact on day to day operations and on the forward strategic planning for the business. Visuality's approach has been very hands-on from helping define and design the brief through to implementation and presentation. Their work is has met the brief and has been; accurate, thorough, timely and on budget."

Jonathan Lloyd
Marketing Manager, JW Lees

glh. Hotels

Future proofing food and beverage

The hotel industry has never been more competitive. One visit to the internet will reveal the availability and going rate for rooms virtually anywhere in the world whilst simultaneously providing detailed feedback on customer experiences and satisfaction.

Guests’ needs and expectations are changing rapidly too. In food and drink, the old formality of dining rooms and silver service has been replaced by a demand for straightforward quality, matched with flexibility – “what I need, when I need it”.

Visuality has worked closely with GLH Hotels to understand the Food & Beverage needs of different groups of guests using hotels on a range of occasions, leading to the creation of differentiated F&B propositions for hotels of the future.


Turning a successful bar into a successful brand.

“Visuality were able to provide JW lees, at very short notice, with a picture of our Duttons Chester customer, customer perception of our business, what we were doing well, and how that would fit with the consumers in a new location. The insight provided by Visuality was instrumental in creating the design and product briefs for duttons Manchester. Ultimately duttons Manchester offer has been defined by the research. The work we are currently doing to create a duttons 'blue print,' to potentially roll out the brand in the North West, includes a lot of material from the Visuality research.”

Jonathan Lloyd
Marketing Manager, JW Lees