Exceptional Customer Experiences

We help customer-focused brands and destinations to understand shopper sentiment, potential audiences, attract visitation, boost spend & gain customer advocacy.

Customer Insight & Experience

In today’s competitive marketplace, shoppers increasingly prioritise customer-focused, differentiated destinations. Our insight & experience services help organisations align with opportunity and gain competitive edge.

We work to understand current and potential audiences – determining needs, expectations and aspirations to assist consumer-facing sectors become even more relevant, customer-centric and successful.

First Retail Group are specialists in developing experiential consumer propositions through the creation of authentic, signature customer interactions and environments and cultures that people want to be a part of. 

Our customer insight & experience clients include well-known consumer brands, franchises, retailers,  hospitality, tourism and  healthcare, shopping centres, towns and cities.


  • Consumer Insight 
  • Customer Surveys
  • Customer Journey Mapping
  • Customer Experience Strategy
  • Organisational Change Management 
  • Customer-facing Staff Training
  • Performance Monitoring
  • Mystery Shopping