Customer experience research provides insights into what companies should do to increase customer retention and support customer acquisition. This type of research helps to discover customers’ path to purchase, as well as key drivers of satisfaction and likelihood to continue using a company’s products and services. Good customer experience is at the core of customer retention. Understanding customer touch points and drivers of retention will lead to keeping the customers you have and attracting new ones.


How Do We Do It?

Customer satisfaction and loyalty research requires in-depth knowledge of the client organization and customer touch points. We work with our clients to accurately capture all variables that have an impact on the customer experience and the business operation to set up either ad-hoc studies or customer satisfaction tracking programs. Our goal is to provide insights to help develop both customer acquisition and retention programs

monitoringAgile ResearchRetention
programAcquisitionKey driver



Qualitative research is conducted as needed to identify and/or get a deeper understanding of key drivers. Among the methods we use are:

  • Focus Groups (online and offline)
  • One-on-One interviews (online and offline)
  • Text analytics


Different multivariate statistical techniques are used to identify key drivers of satisfaction and dissatisfaction, usage, and recommendation (Net Promoter Score – NPS), which can be used as key metrics, monitored in score cards. Among the techniques we use are:

  • Regression Analysis
  • Correlation Analysis
  • Gap Analysis
  • Latent Class Analysis

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