1. What This Study Is About
CXInsight is conducting research to understand how UK small and medium-sized businesses (SMEs) currently gather, manage, and use customer experience (CX) data. We want to know what is working well, where the real pain points lie, and what kind of tools would genuinely make a difference.
The findings will inform the development of practical, affordable tools designed around the needs of businesses like yours. There are no right or wrong answers — we are simply looking for your honest experience.
2. What You Will Be Asked to Do
You will be asked to complete a short questionnaire covering:
Your business profile
How you currently collect and act on customer feedback
The challenges you face in understanding your customers
Your openness to tools that could help
What you would realistically invest in a solution
The questionnaire contains a mix of multiple-choice, rating scale, and open-ended questions.
3. Risks and Benefits
There are no foreseeable risks associated with participating in this study. Your responses will contribute to research that may lead to the development of practical, affordable tools to help SMEs understand and improve their customer experience. Participation does not guarantee any commercial benefit to you personally.
4. Confidentiality and Data Protection
All information you provide will be treated as strictly confidential. Your responses will be anonymised before analysis and stored securely in accordance with applicable legislation, including the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018. No personally identifiable information will be shared with third parties or published in any report. Data will be retained for a maximum of five (5) years, after which it will be securely deleted.
5. Voluntary Participation and Right to Withdraw
Participation is entirely voluntary. You may decline to answer any question and may withdraw from the study at any time without giving a reason and without any negative consequence. Once you have submitted your responses, it may not be possible to remove. If you have any concerns about the ethics of this study, please contact the researcher: frances.okeke.ng@gmail.com
