How we do it

As an extension of your team, we'll
help you access meaningful insight
into your customers.



Move your mouse over the equation to find out more!

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Behavioural science
Journey mapping
Campaign optimisation
Pricing psychology
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Online Reputation Management

Mystery customer research

Brand standards audit

Survey tools

Employees engagement tracking

Delivering great customer service is a science in itself. As an extension of your team, we’ll help you access meaningful insight into your customers and your team to help improve the service you deliver. Get the equation right and you’ll create the perfect chemistry for your business.

We opened our lab (as we like to call it) back in 1996 with the ethos that customer service doesn’t need to be a dark art – there is a science to delivering great customer service. We believe that desired outcome can only be achieved by using a clear and methodological approach. Not only do our clients get the best results that way, but it’s also the most cost-effective way of solving a client’s problems.

We see so many occasions where the initial problem hasn’t been properly identified or understood and so the data that’s measured never really gives the right insight. Or too much emphasis is put on the measurement tool itself and not on the discovery of practical solutions.

Client journey

Initial Consultation:

Meet with us to diagnose your requirements (further in depth consultations if required).

Develop methodology:

Using the diagnosis, we then provide a recommended approach using our tailored measurement tools. At this point we may bring on board one of our Service Science partners who can provide specific, detailed insight.

Gather Data:

From customer surveyors, specialist auditors and our own team of mystery researchers, to customer experience and employee engagement specialists, our service scientists, are experienced in gathering insightful data.


Our lab isn’t for scientists only! We give our clients access to ongoing tracking using action-based dashboards and advanced analytics tools, so you can access your results directly.


Our service scientists will provide a detailed analysis of your results to help translate them into practical, applicable solutions for your business and your customers and staff.

Continuous improvement:

Science never stops evolving and neither should the experience of your customers. Our service scientists will work in collaboration with you and your team to help develop a programme of continuous improvement.

“The knowledge and experience of the Service Science team is invaluable in ensuring the judging and verification of our awards is absolutely spot on. It helps to give our awards programme and all our entrants credibility and much-deserved recognition.”

- Staffordshire County Council

“We want our passengers to enjoy every minute of their journey with us. That’s why tailored and quality insight from our customers is essential to us delivering that great experience. And that’s just what we get from Service Science.”

- Caledonian MacBrayne

“Our brand communications team have worked with Service Science, through its parent company Plumsource, on a number of auditing projects, to help streamline our central marketing projects. We’ve always found Clive and team to be solutions-focused, proactive and responsive. Results and data always shared in an easily digestible way which allows learnings to be circulated and utilised easily across the business”

- Inter-Continental Hotels Group


Copyright 2017
Service Science

Kemp House
152-160 City Road
London. EC1V 2NX

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