People experience your brand in many different ways: online and offline, in the moment and over time, as prospects and as loyal customers.
Customer experience is complex – hard to understand and even harder to get right. We make it easier by diving into what people are doing, how it makes them feel and how to make it better.
Through interviews, mystery shopping and ethnographic studies, you’re able to observe customer engagement directly to understand what you’re doing well (and not so well), and see what your customers actually experience, not what you hope to be true.
Customer experience research uses analytics to determine Net Promoter Score (NPS) and Customer Satisfaction (CSAT). We will help you divide your customer experience into manageable journeys, engage customers to uncover pain points, then create feedback loops to continually improve.
What we do
Explore needs, perceptions and expectations to reveal key satisfaction drivers
Bridge the gap between research and reality by revealing trends, insights, and patterns of behaviour
Bring the user experience to life through feedback gathered by interviews, ethnography and data analysis
Measure different satisfaction metrics to show what customers do and why to improve the customer experience
Consumer Understanding Research
Uncover how and where consumers really shop in your product category, to inform your messaging, merchandising, product and pricing strategy.
Customer journey mapping
Understand the journey from initial research to purchase and aftersales support so you can design the positive experiences that grow loyalty, market share and commercial value.
Target products, services, experiences and campaigns at specific groups of consumers, knowing what motivates each group individually.