Customer Experience journeys and tracking for a new generation TV platform

The Insight Challenge

Everyone TV needed a robust, ongoing view of how Freely - its free-to-air streaming platform - was performing against competitors as its user base grew and new features were introduced. With a nascent and hard-to-recruit user base, a methodologically sound CSAT programme had to be built from scratch, capable of tracking satisfaction, experience gaps and JTBD performance over time.

The project we crafted

A multi-phase CX programme spanning benchmark research, continuous CSAT tracking, customer journey mapping and UX testing - built around the outcomes Freely users are seeking and the experience factors that drive platform choice and loyalty.

  • A benchmark CSAT wave (2025) establishing baseline performance across CSAT, NPS, CES and Product-Market-Fit - benchmarked against four competitor platforms including Sky Glass, Fire TV and Freeview Play

  • Biannual CSAT tracking programme for 2026, incorporating Jobs to be Done-based experience metrics and Key Driver Analysis.

  • Customer journey mapping and UX research to surface experience gaps and pain-points across the viewer journey - from platform setup through to content discovery and daily use

Outcomes

Bespoke insight reports delivered alongside in-person debriefs with the product, CX and UX teams, ensure findings directly inform Freely's product and CX roadmap.

The research is also used to support the development of partnerships with TV manufacturers and others.