We love
our clients
And we love when we exceed their expectations. Read below for some case studies and client feedback.
P&O Ferries
“Aviatrix was brilliant and surpassed our expectations. This project has been so insightful it is being used by our board as a new strategy to create change in the business.”
– Michaela Mullen
Head of Customer Experience
P&O Ferries
The Brief
To find ways customers want to improve the Dover to Calais onboard experience.
Our Approach
We wanted to challenge previous assumptions about customer profiles and preferences and put the customer at the heart of decision-making.
Methodologies
Virtual Reality journeys for both existing customers and ones who have never used the service
An online quantitative survey with 1300 customers that had travelled on the ferry in the last three weeks.
A values-based segmentation model to gain an in-depth understanding of what the different customer groups needed to feel comfortable and safe onboard.
Onboard exit interviews with 600 tourists, business and freight passengers.
Online focus groups with 64 participants using Virtual Reality Films to immerse passengers in the experience of being onboard.
An online passenger research community with 100 passengers for three months to ensure that the implementation of the improvements were in alignment with passenger wants and needs.
The Results
Fundamental widely held beliefs within the organisation were overturned by the findings on frequency of travel, customer profile and party size leading to a change in customer proposition and service hierarchy.
Virtual Reality exposed a rich source of untapped insight that amplified the narrative as we were able to immerse non-ferry travellers in the ferry experience and they were able to consider it afresh. Regular ferry travellers were able to step back from the habitual stories of being onboard and re-discover the details of their experience of being onboard from their arrival on the ferry to the food court experience.
St Austell
“A real knowledge of the industry. Kind, sensitive and empathetic”
–Tamsyn Allington
People and Communications Director
St Austell
The Brief
To develop a customer centric strategy that focused on identifying who the different customers were, what they wanted from a St Austell pub and what would make them visit more frequently.
Our Approach
We aimed to create a targeted marketing plan that built a business based on the local community which would serve the tourist customers when they were visiting.
Methodologies
Focus on the annual value of a customer rather than the short-term visit focus leading to higher levels of customer loyalty.
Creation of a research community that prioritised the voices and opinions of x amount of local community members.
Mystery visits carried around all of the sites.
Re-engineered menu, adjusting the price points to increase the appeal for the locals and increased profitability.
Improved reputation in the local community to increase recommendation and increase customer base.
Testimonial
‘The initial work enabled us to have a clear, detailed global view on the whole estate, and subsequent work enabled us to get more granular on specific segments and to ensure we had relevant, detailed market data ahead of any investment or testing of new and evolved concepts. It also laid the path for us to set up a customer experience team and approach to support the growing managed estate business.’
‘Aviatrix is bespoke, collaborative and personal approach. A real willingness to get alongside you and understand the business in detail, a positive and flexible approach to helping manage all stakeholders and key parties across a complex and privately owned business. A real knowledge of the industry. Kind, sensitive and empathetic.’
–Tamsyn Allington
People and Communications Director
St Austell
The Original Bowling Company
“Aviatrix challenged us and provided fresh thinking all the way through, delivering exceptional value.”
– James Mawer
Head of Food and Drink
The Original Bowling Company
The Brief
To create a strategic direction for our food and drink offer.
Our Approach
We wanted to have face-to-face contact with customers so we could discuss and probe their opinions to uncover the deeper held values under their preferences.
Methodologies
Face to face focus groups recruited based on the target demographic
Cultural dynamic value modes that ensured we had the best creative and constructive minds in each focus group.
The Results
Our focus groups yeilded detailed and valuable insights that created a compelling story and a clear path of action.
Paula Rosa Manhattan Kitchens
“I was completely wrong about who our target customer was. The experience has been brilliant, and the project has been of great value.”
– Eric Prescott
CEO
PRMF Kitchens
The Brief
To create a strategic direction for our food and drink offer.
Our Approach
We wanted to have face-to-face contact with customers so we could discuss and probe their opinions to uncover the deeper held values under their preferences.
Methodologies
Face to face focus groups recruited based on the target demographic
Cultural dynamic value modes that ensured we had the best creative and constructive minds in each focus group.
The Results
Our focus groups yeilded detailed and valuable insights that created a compelling story and a clear path of action.
Brighton and Hove buses
“Client testimonial to come making sure it is short, sharp and compelling.”
– Client Name
Job Title
St Austell
The Brief
Brief information to come along with the rest of the info to plug in below.
Our Approach
We wanted to challenge previous assumptions about customer profiles and preferences and put the customer at the heart of decision-making.
Methodologies
Virtual Reality journeys for both existing customers and ones who have never used the service
An online quantitative survey with 1300 customers that had travelled on the ferry in the last three weeks.
A values-based segmentation model to gain an in-depth understanding of what the different customer groups needed to feel comfortable and safe onboard.
Onboard exit interviews with 600 tourists, business and freight passengers.
Online focus groups with 64 participants using Virtual Reality Films to immerse passengers in the experience of being onboard.
An online passenger research community with 100 passengers for three months to ensure that the implementation of the improvements were in alignment with passenger wants and needs.
The Results
Fundamental widely held beliefs within the organisation were overturned by the findings on frequency of travel, customer profile and party size leading to a change in customer proposition and service hierarchy.
Virtual Reality exposed a rich source of untapped insight that amplified the narrative as we were able to immerse non-ferry travellers in the ferry experience and they were able to consider it afresh. Regular ferry travellers were able to step back from the habitual stories of being onboard and re-discover the details of their experience of being onboard from their arrival on the ferry to the food court experience.
Busaba
“Aviatrix were responsive, adaptable and a pleasure to work with on large scale projects as well as smaller more niche consultations.”
– Joel Falconer
MD
Busaba
The Brief
Busaba wanted to understand the essence of the brand and why customers loved them so that they could ensure a successful expansion of their business outside London.
Our Approach
We wanted to have face-to-face contact with customers so we could discuss and probe their opinions to uncover the deeper held values under their preferences.
Methodologies
Face to face focus groups recruited based on the target demographic
Cultural dynamic value modes that ensured we had the best creative and constructive minds in each focus group.
The Results
Our focus groups yeilded detailed and valuable insights that created a compelling story and a clear path of action.
