customer experience

customer experience.jpg

customer experience

Wonderful experiences create stronger relationships.


An excellent customer experience means greater propensity to buy, and a greater likelihood that the customer will remain loyal to your brand well into the future.


Today, the increasingly global market means you’re faced with greater competition, and digital technology means customers have greater expectations regarding speed-of-delivery and access to information than ever before.


Understanding how you can improve relationships via positive, personalised experiences along the customer journey can increase your profitability, as well as help you establish more lasting, trusted relationships overall.

why PLAY with us?


The way you communicate with your target market, and when and how you craft your messages, makes a huge different in terms of their propensity to engage with your brand, and stay loyal to your brand for the long-term.

At PLAY, we use tried and tested techniques to ensure that your communications are grounded in insight, and reach the right customers, at the right time.

what we

When it comes to customer satisfaction, we realise you’re a customer too! We’re continually looking for ways to improve how we work with you, and are very grateful for any feedback.

At the end of every project, we send you a customer satisfaction survey to help understand how we performed and if we can improve next time. With your feedback, we can ensure we are delivering on our promises.


Sometimes, a change in your products or services is inevitable. If you are planning on altering your customer's experience and want to understand the potential impact, we can help.

Generally, people can be resistant to change; so understanding how you can improve the experience and guide your customers through any imminent change is vitally important in ensuring they remain loyal to you and your brand, long-term.

delight &

We'll help you profile your funnel (to identify and attract sticky, high-value customers), understand barriers to shopping and even test out new initiatives or products amongst high-value consumers.

We can provide you with an in-depth analysis of your customer drivers, to help you identify exactly what matters to your customers and mitigate any possible issues before you lose a customer for good.

make a PLAY today



recent PLAYs

Innovating in a complex category When a prominent liquor manufacturer ...

Read Case Study

Stretching beyond a brand’s heartland What’s a research agency to do w...

Read Case Study

Preventing a costly relaunch misstep Sometimes, it doesn’t pay to thro...

Read Case Study

you're in good

  • 00000369f-treasury_wine_estates
  • CUB-logo-e1440724666799
  • logo-coles
  • 1200px-Saputo_logo.svg-1
  • logo-primary
  • images


“PLAY’s no-nonsense approach and ability to quickly get to the heart of the problem makes them the perfect partner for us. They tackle the business issue with methodologies that are spot on for our timeframes and budgets. Recommendations are relevant, actionable and delivered in a way that makes them extremely easy to digest.”

Ned Tesic, Head of Marketing,
Sydney Markets

“PLAY have shown a strong understanding of research approaches, consumer brands and the FMCG categories we operate in. They have successfully turned around fast research projects as required but they have also challenged us and worked in partnership on a number of more strategic challenges.”

Mark Whitby, Regional Consumer Market Insight Manager,

“PLAY’s ability to simplify what is sometimes a complex innovation research process worked perfectly. They approached the challenge efficiently, and quickly identified how the new packaging would deliver against our brand’s KPIs, and where there were opportunities to optimise the new designs further.”

Michael Sergeant, Group Marketing Manager,
Campari Asia Pacific

"PLAY is my go-to market research agency because of their can-do attitude, their willingness to try something new, their continual strive for the best technology and products as well as their sharp, concise, insightful reporting. They are fun to work and play with."

Alison Turner, Quantitative Research Manager

as featured in