Public Funding for Promising Outcomes Services Limited

The aim of this project is to build an AI based Customer Expectations and Performance Feedback platform to help businesses address the critical need to re-evaluate how they adapt, serve and grow their customer base in a market that continues to be disrupted by Covid19\. Understanding and engaging customers around their changing needs is currently possible through various forms of qualitative research, but sadly this puts it out of reach of the many company budgets who need to adapt in order to survive during the current crisis and economic uncertainty. Recent improvements to Artificial Intelligence and Natural Language Processing means we believe it is now possible to build these far superior qualitative customer insights methods into an online Customer Feedback platform. Such a platform will enable thousands of businesses to access an affordable method to understand, engage and grow their customer base far more accurately, faster and with higher returns on their investment and efforts than they currently get than the simple customer feedback methods. In turn, this will also help build customer confidence so that commerce can flourish and grow, whilst minimising travel and health implications of traditional face to face qualitative research methods. **Who we are** PO is a B2B consultancy that helps companies re-evaluate and adapt pivotal customer, employee and even internal team experiences using a unique and proprietary "performance against expectations" method. **Summary scope of project** PO's unique customer research method is rooted in Expectations Theory. The degree to which a customer's explicit and implicit expectations are understood and met, determines their feelings of satisfaction/dissatisfaction and their propensity to buy, re-buy or recommend. Understanding and managing performance against expectations is a fundamental concept. Using our unique research method, we wish to use and build AI and Natural Language processing to: \* Gather expectations of a company's customers, \* Measure the performance received against the expectations. **The COVID Impact** \* The pandemic has changed consumer and B2B customer expectations. All organisations need to respond to this change. Critically, while their customers' needs may have not changed, customers' expectations of how their needs will be met may have changed dramatically and rapidly.