Where does a better customer experience begin?
Discover where your customer experience needs the most attention and which step will move your brand forward.
Strengthen every customer and brand experience.
A strong Customer Experience and a strong brand go hand in hand. Your brand guides the experience you want to provide, while the customer experience determines whether that promise is genuinely felt. We help you identify the moments and needs that matter, where friction occurs and where opportunities lie. This makes your brand promise tangible at every stage of the customer journey and helps you build a distinctive experience, a stronger brand connection and greater loyalty.
Who is
this for?
You know where the friction is, but not why.
You can see that customers are dropping off or becoming less satisfied, but you do not yet know why or where you can make the greatest difference.
Your brand promise does not always come to life.
You know the experience you want to deliver as a brand, but customers do not yet feel that promise at every stage of their journey.
You measure a lot, but are missing the story.
You have data on customer satisfaction and NPS, but lack the context to understand what the figures mean and where to focus first.
Customer Experience research as the foundation for a better customer experience and brand growth.
A strong customer experience is essential to building a strong and growing brand. Customer Experience research combines the figures with the stories behind them. This reveals what is happening, why it is happening and where your greatest opportunities lie.
The right approach depends on where you are in developing your customer experience. That is why we use methods such as customer satisfaction research, Customer Journey mapping and NPS to understand what is happening and where you can make a difference. This creates an approach tailored to your brand, your customers and your challenge.
What our approach
delivers.
Insight into what makes or breaks your customer experience.
You discover what shapes your customers’ experience and where the greatest opportunities lie.
Clear priorities for improvement.
You know where to start and which improvements can have the greatest impact.
A stronger connection between brand and experience.
You gain a clear view of how to align the customer experience more closely with your brand promise.
Clear direction for further development.
We turn insights into clear decisions that allow you to improve the customer experience with focus and purpose.
Our research specialist would be happy
to discuss this with you.
BENEFITS OF CUSTOMER EXPERIENCE RESEARCH.
The data and
the stories behind it.
We combine what customers do and say with their underlying needs and motivations. This creates a complete picture of their experience.
The customer journey
as a whole.
We look beyond individual touchpoints to understand how experiences influence one another throughout the customer journey.
Brand as part
of the customer experience
We look not only at satisfaction, but also at the experience you want to deliver as a brand. This reveals how Customer Experience can contribute to a stronger brand.
Research tailored
to the question.
There is no standard approach. We use customer satisfaction research, Customer Journey mapping and NPS based on where you are and what you need to know.
Our solutions.
Customer satisfaction research.
Discover how customers assess their experience with your organisation, what drives their satisfaction and where opportunities for improvement lie.
Experience
Customer Journey.
Map the customer journey and identify the moments that make or break the experience, where friction arises and where you can make a difference.
Experience
Net Promoter Score (NPS).
Measure how likely customers are to recommend your brand or organisation and uncover the reasons behind their rating, so you know where improvements can be made.
Experience
In practice.
Video on Demand
Vattenfall
What is Customer Experience research?
Customer Experience research, also known as CX research, examines how customers experience their interactions with a brand or organisation. It reveals which moments in the customer journey matter most, what influences customer satisfaction and loyalty, and where opportunities lie to improve the customer experience.
Why is Customer Experience important for your brand?
Customer Experience helps determine whether customers genuinely experience your brand promise. A strong customer experience should therefore align with the promise you want your brand to deliver. By examining customer experience and brand experience together, you can see where the experience strengthens your brand and where a gap exists between what you promise and what customers experience.
How do you research customer experience?
The right research method depends on your question. Customer satisfaction research measures how customers assess their experience and what drives their satisfaction. Customer Journey research maps the entire customer journey and its key touchpoints. The Net Promoter Score (NPS) measures customers’ willingness to recommend a brand or organisation and explores the reasons behind their rating.
What is the difference between Customer Experience and customer satisfaction?
Customer satisfaction measures how satisfied customers are with an experience, product, service or organisation. Customer Experience takes a broader view of the overall experience throughout the customer journey. It considers not only satisfaction, but also needs, expectations, emotions, touchpoints and alignment with the brand promise.
What does Customer Experience research deliver?
Customer Experience research reveals what makes or breaks the customer experience and which factors have the greatest influence. This allows you to prioritise improvements, focus on key moments in the customer journey and strengthen the connection between customer experience, brand experience and customer loyalty.
When should you use Customer Experience research?
CX research is relevant when you want to understand why customer satisfaction or NPS is changing, where customers experience friction, which touchpoints need improvement or how well the customer experience aligns with your brand promise. It can be used both to investigate a specific CX challenge and to monitor and improve the customer experience over time.
Ready to improve your customer experience?
Want to know where the greatest opportunities lie to improve your customer experience and support further brand growth? Get in touch to discover which data and insights will help you take the next step with confidence.
