BigCat Research

Field Observation Research

Field observation research transforms behavior, process, physical environment, orientation, waiting, communication and problem-solving moments that do not appear in reports into structured data.

What is actually happening in the field, where does the experience with the written process diverge, and what observation should change the operational decision?

We combine customer journey, touch point, field observation and service quality measurements within a single decision framework.

We comparatively monitor the differences in service standards between dealers, branches, locations, campus or field teams.

We establish the connection between the operational reality experienced by the frontline employee and the quality of service perceived by the customer.

We separate the problem moment, waiting, guidance, communication, physical environment and support experience into rapid improvement and structural investment.