Customer Focus & Listening Groups

Our professionally facilitated focus groups give you direct insight into how customers and team members really feel. Led by your local CX Specialist, each session follows a structured, conversational approach—helping you uncover what’s working, what’s not, and what matters most to those who matter most.

What Are Customer Service Focus Groups and Listening Sessions?

Customer service focus groups and listening sessions are structured conversations designed to uncover how customers truly feel about your business. Led by our expert CX Specialists, these sessions bring together a small group of customers or team members to share their honest opinions, experiences, and expectations in a safe, guided environment.

Unlike surveys or generic feedback forms, customer service focus groups allow for deeper insight through real-time discussion and interaction. Listening sessions go one step further by focusing on empathy — giving participants the space to voice concerns and highlight what matters most to them.

Together, these tools help businesses gain actionable feedback, identify opportunities for improvement, and make meaningful changes that elevate the overall customer experience.

Customer Service Focus Groups and Listening Sessions

6 reasons why Focus and Listening Groups will help your business

Our regional Customer Experience specialists are highly skilled trainers and facilitators.

We can arrange, invite the right people, and facilitate focus group session.

We ensurethe sessions produce comprehensive feedback for you to use to transform your business.

After compiling the results of the groups, we will work with you to take on board the feedback and to develop the actions that are required to make a positive change.

We then can mentor and coach your teams through the change.

We seek feedback form your team on every session so you have the peace of mind that we deliver a quality experience.

“insight6 are a highly professional and approachable company, whose eye for detail in business is outstanding. The journey we have taken with them has been very rewarding to our business as well as too many individuals in so many areas. In my opinion any business that wants to make a step change in performance should take the opportunity to work with this company and see the results they can achieve. I would not hesitate to recommend insight6 to any company.”

Customer Service Focus Groups and Listening Sessions

Sector-specific insights to elevate your customer experience.

From retail and hospitality to healthcare, education, and legal services, our customer service focus groups and listening sessions are tailored to the needs of your sector. Facilitated by regional CX Specialists, these sessions uncover honest feedback from customers or team members, helping you understand the true customer experience in your industry. We work with businesses across the UK to deliver practical insights that identify service gaps, inform decision-making, and drive customer loyalty.

See How We Help Your Industry

At insight6, we understand your business

Hosting a focus or a listening group is a fantastic tool to get people talking. This provides you with really in depth detail for you to examine with our help. These sessions usually follow on from an online survey, so you can follow up the responses you have gained from that and drill down into the information to get even better results. Running these sessions allows you to ask open ended, in depth questions that you would not usually have the opportunity to ask. By getting customers in the room, you can walk through the journey with them, getting a truly ‘live’ experience of exactly how they are feeling at every stage.

FAQs About Our Customer Service Focus Groups and Listening Sessions

What is a customer service focus group?

A customer service focus group is a facilitated session where a small group of customers or team members share honest feedback about their experience with your business. It’s a valuable way to gain deeper insight into your service delivery.

What’s the difference between a focus group and a listening session?

Focus groups typically explore specific topics through guided questions, while listening sessions are more open and focused on allowing participants to speak freely. Both approaches help uncover meaningful insights to improve your customer experience.

Who facilitates the focus groups?

All sessions are run by our experienced CX Specialists, who are trained to create a safe, constructive environment and gather actionable feedback.

What types of businesses can benefit from focus groups?

We work with clients across sectors including retail, hospitality, healthcare, education, and legal. Our focus groups are tailored to suit the unique challenges of your industry.

How many people take part in a focus group?

Typically, a focus group includes 6 to 10 participants. This ensures everyone has the opportunity to share their thoughts while encouraging meaningful discussion.

How do you recruit participants for focus groups?

We can work with your existing customer base, team members, or help you identify the right participants depending on your objectives.

What happens after the session?

After each focus group or listening session, we provide you with a detailed report outlining key themes, insights, and recommendations to improve your customer experience.

Are focus groups conducted in person or online?

We offer both in-person and virtual focus groups, depending on your preference and what works best for your audience.

Connect with Your Local Customer Experience Specialist

With CX Specialists based across the UK and Ireland, we deliver customer service focus groups and listening sessions shaped by local knowledge and sector-specific insight. Every business — and every region — has its own unique challenges. That’s why we work closely with you to design and facilitate sessions that reveal meaningful feedback and drive real improvements in your customer experience.

Meet Your Local Specialist

Ready to Improve Your Customer Experience?

Get in touch today to discover how our customer service focus groups and listening sessions can unlock valuable feedback, strengthen customer relationships, and set your business apart in the UK market.