" The Empathy Audit John trained us to conduct at
HSA was one of the most insightful exercises that the company has ever
" To answer the question ‘How does it feel to be a HSA
customer’, honestly, is probably the most difficult and frightening of all! However, the
continued success of our brand is dependant upon our complete understanding of this Customer
“John’s ability to bring both qualitative and quantitative
elements together in a relevant and scientific way made the Customer Experience very tangible for
everyone at all levels throughout the organisation.
“We were particularly impressed by John’s personal commitment
to identify all those root causes that were driving a range of behaviours at HSA. John’s
understanding, dedication and attention to detail gave HSA a personalised and tailored solution so
that the results were especially relevant to our needs.
“Working closely with an HSA team trained by John in the
auditing techniques, a full and rigorous audit of empathy within the organisation was undertaken.
This gave a full 360-degree perspective to the final results, which ensured HSA received a
personalised and tailored solution with recommendations that were especially relevant to our needs
and of great interest to the Board.
“The final audit was refined and delivered in such a fashion
that it left no doubt about the strengths and shortfalls of our service at the time. It also, more
importantly, provided a valuable understanding into the cultural and practical solutions that
needed to be adopted. "