Satisfaction & experience

By providing insight into areas for improvement within the customer and employee experience, we support clients in increasing loyalty and engagement. Our results are aimed at concrete action points, such as adjustments in service delivery or work processes, which directly contribute to a better relationship with business customers (B2B), consumers (B2C), and employees (B2E).

What Markteffect can do for you

Experience research
Through experience research, our specialists are happy to help you gain insight into this experience by examining the intrinsic and extrinsic experiential factors of your target group.

Delivery quality research
We work for large postal organisations to offer insights in the quality of the delivery and offer insights in the process.

Customer satisfaction research
A customer satisfaction study uncovers the strengths and improvement opportunities according to customers. How do your customers actually think about your brand or organization?

Employee satisfaction research
An employee satisfaction study helps to make visible where the strengths, weaknesses, opportunities, and threats lie from your employees’ perspective.

Employee satisfaction research (basic standardised version)
Looking for a quick, standardized gauge for employee satisfaction? Listening to employees and continuously improving working conditions will help to get a stronger employer brand.

NPS research
The Net Promoter Score (NPS) is a powerful and widely used method to measure customer satisfaction. The core of the research revolves around a simple question: “How likely will you recommend this company to friends or family?”

Usage & attitude
A usage & attitude study offers insights into orientation, purchase, and use of a product (category) among a selected target group.

UX research
The UX (User Experience) research is the solution when you want to know whether your website is being used in the most efficient way.

If the research you want to conduct is not listed, take a look through the different categories or contact us. We’d be happy to think along with you!

Get insights for your experience & satisfaction research

Our method offers in-depth insights that help organizations make targeted improvements and build lasting relationships with customers and employees. Whatever your research question may be, we can help you. We don’t do “you ask, we deliver,” but rather we want to truly understand your research question before we get started. By listening carefully, analyzing your question, and only then advising, we ensure relevance. That is what really matters.

With more than 30 years of experience, we know the market inside and out. This helps us understand exactly what you're asking of us. As a result, we are happy to provide appropriate advice. For this, we use a tried and tested approach, in which collaboration with our clients is central. Read more about our approach.

Our view on satisfaction & experience research targeted at B2B customers

• Distinction in customer relationships: Research that takes into account the difference between emotional and functional customer relationships.
• Satisfaction and experience: Focused on satisfaction around usage and customer experience, with the Net Promoter Score (NPS) used as a supporting metric.
• Distinction in focus: We make a clear distinction between perception of the product or service and perception of the provider.
• Relevant touchpoints in view: We look not only at the total customer experience (relational) but also at the experience of the key touchpoints between the customer and your organization (transactional).
• Timely and independent insights: Our research is based on relevant and current customer experiences and ensures objective insights without influence from external factors, for a sharp and reliable picture.
• Optimal response rate: Thanks to our many years of experience and extensive in-house capabilities for data collection, we achieve a high response and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for optimal impact.
• DMU management: We carefully consider the Decision Making Unit of the product or service you offer to your business customer, so the insights help you respond better.

Our view on satisfaction & experience research aimed at B2C customers

• Distinction in customer relationships: Research that takes into account the difference between emotional and functional customer relationships.
• Satisfaction and experience: Focused on satisfaction around usage and customer experience, with NPS used as a supporting metric.
• Distinction in focus: We make a clear distinction between perception of the product or service and perception of the provider.
• View on the relevant touchpoints: Not only do we look at the total customer experience (relational) but also at the experience of the key touchpoints between the customer and your organization (transactional).
• Timely and independent insights: Our research is based on relevant and current customer experiences and ensures objective insights without influence from external factors, for a sharp and reliable picture.
• Optimal response rate: Thanks to our many years of experience and extensive in-house capabilities for data collection, we achieve a high response and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for optimal impact.

Our view on satisfaction & experience research targeted at B2E (employees)

• Satisfaction and experience: Focused on satisfaction around work experience and engagement, with the Employee Net Promoter Score (eNPS) used as a supporting metric.
• Personalized approach: We tailor the research to the employee, based on among others employment type, role, education level, and work environment.
• Independent and unrestricted: Our approach guarantees objective insights through safe and anonymous data collection.
• Optimal response rate: Thanks to our many years of experience and extensive in-house capabilities for data collection, we achieve a high response and representative samples.
• Actionable insights: We identify concrete areas for improvement and know which levers to pull for maximum impact on employee satisfaction.

Discover what we can do for you

Get in touch with our specialists via the contact form below to find out how we can make a difference for you. We’ll be happy to advise you on which type of research is best.