A series of tools and approaches designed to understand how current and potential customers shop for, buy and ultimately use and experience products and services to guide both touchpoint and customer experience strategies. With our field management expertise, we can capture survey respondents in the moment when visiting your website. We can understand the drivers of customer satisfaction, loyalty and NPS by tying back survey results to their experiences. We can even build feedback loops to allow for customer service outreach to dissatisfied customers.
• Define the experience roadmap
• Understand site users and usage
• Assess customer satisfaction and loyalty
• Identify the drivers of satisfaction, loyalty and purchase