Customer Experience

Keeping your customer satisfied – it sounds simple doesn’t it?

Well, it’s not always that easy – the Customer Journey is no longer a single straight line to purchase.

It is crucial for brands to implement customer satisfaction market research to help guide and improve customer experience.

We’ve all seen the commercial payback for happy customers.

When you think of all the touchpoints your customers could have with your brand, you can probably think of a lot!

  • Face-to-face contact
  • Telephone
  • Mobile
  • Text
  • Post
  • Direct mail
  • Loyalty schemes
  • Social media
  • Your website

When we work with you to understand and improve your customers’ experience, we’ll make sure we understand all aspects of your market.

How do your customers communicate with you? What are the customer touch points? How important is multi-channel? Is it enough to be satisfied or do they really want to be ‘delighted’? What drives satisfaction in your market? What is your competition doing? What does satisfaction look like for different groups or segments?

Customer Experience research is not a ‘one size fits all’ market research category.

Improving Customer Experience

– We have extensive experience of measuring customer experience, satisfaction and loyalty, both on an ad-hoc basis and, more often, using continuous monitoring to track the level of performance achieved when customer service research programs are implemented.

Stay close to your customer, however they engage with you.

Customer service extends to Marketing Sciences too – we’ve been working with our largest customer satisfaction client for over 15 years! That’s because we are flexible, reliable, offer great value and have experts that will work with your team. We take time to understand the market and the issues you are trying to solve so that you get stronger, more actionable insight

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