< Find a research consultant

Simon Williams

Managing Director, Service Insights Ltd


Service Insights Ltd delivers expertise on customer feedback to influence performance improvement and organisational learning. Our mission is ‘measuring and optimising service performance and impact’. We are delivering this by offering our expertise gained through academia and practice.


We are a micro research company providing a wide range of research services applying quantitative and qualitative approaches. Our specialism is customer satisfaction feedback and how this informs service performance. Examples of areas of our work include:

  • Perception-based customer satisfaction surveys
  • Transactional customer satisfaction surveys
  • Employee satisfaction surveys
  • Delphi studies
  • Focus groups
  • Customer journey mapping
  • Service reviews
  • Service or project evaluations
  • Strategy work