Customer experience

What is customer experience?

If you want to improve your brand experience and customer satisfaction, it is essential to identify how your products, company, or brand are perceived. In general, a better brand experience directly contributes to improved customer satisfaction and loyalty. Customer experience research seeks to identify KPIs that describe satisfaction. These include:

• Net Promoter Score (NPS), which measures how likely it is that your brand will be recommended to others.
• Customer Satisfaction (CSAT), which measures how satisfied the customer is with regard to a specific interaction or transaction.
• Customer Effort Score (CES), which looks at the ease of use for the customer before they purchase a product or service.

Customer experience in practice

As a research agency, we are noticing a growing importance of customer experience. In a market where consumers' time and attention are becoming increasingly valuable and where customers are quicker to drop out or lose interest, companies need to focus more on the ease of purchase and satisfaction with their brand or product.

When you start mapping out the customer experience, you can use various research methods, such as online surveys among your customers, customer interviews, focus groups, mystery shopping, or analyzing online reviews.

Would you like to speak with a research specialist, without obligation?

Recently, we have seen growing interest in the subject of customer experience and have conducted several studies for a diverse group of clients.

Curious about what we can do for your brand? Feel free to contact us via chat or email. We are happy to help!