Tracking HNWI’s Customer Experience for Success 

Bonhams Auction House asked us to establish a customer experience tracker to speak directly to a range of their discerning clients, across sellers and buyers. Whilst headline NPS data was provided to gauge high-level brand (and competitor) performance, broader diagnostic metrics were also included, to help them determine key areas of focus so they can reach their customer excellence goals.

Due to the success of the project, we have since been helping the business to dive into specific business functions, providing further targeted insight for development, as well as working on a study to determine pertinent retention levers that can be pulled at will, in line with the incoming CX scores.