Customer Satisfaction: Uncover your Customers’ Smiles

We believe in designing a customer feedback program that mirrors your customers’ experiences from initial onboarding and ongoing relationship all the way to customer churn/retention. We help you by identifying actionable improvement opportunities at an individual customer level, as well as at a systemic business level.

Initial Purchase / Onboarding

Initial Purchase / Onboarding

Your customers’ first experiences link directly to their formative opinions of your brand and are harder to redefine over time. At this critical juncture of the relationship, research is key to ensuring you tailor customers’ experiences to achieve your target brand positioning, right from the start. Our experienced researchers will help you identify the right moments to reach out to new customers and will design a survey to assess that initial experience and provide insightful recommendations on brand positioning gaps and opportunities.

Transactional Experience

Transactional Experience

A best-in-class customer feedback program should be a multi-touch-point Voice of Customer (VoC) program measuring experiences in the moments that matter. We identify the right transactional experiences worth exploring on a deeper level and build real-time feedback mechanisms that can be linked to event triggers in your CRM system.

Such in-moment customer satisfaction feedback ensures you get recent and top-of-mind responses from customers about their experiences, which allows you to find and fix issues on specific parts of the experience.

Additionally, we can incorporate CX feedback from a range of sources – including social media – to form a more holistic understanding of what your customers think about specific aspects of their experience.

Relationship Management

Relationship Management

At the center of our CX feedback ecosystem resides the program’s backbone, which takes the form of evaluating customers’ overall opinions about their interactions with your brand. This study enables us to help you keep a pulse on that overall relationship sentiment, as well as to assess which aspects of that relationship are most instrumental in driving favorability towards your organization. It would also help us identify the aforementioned journey points worth magnifying in the form of break-out transactional studies.

Lost Customers

Lost Customers

Getting a detailed understanding of why customers leave is critical to understanding what makes them stay and deepen their loyalty to your brand. More than a difficult conversation topic, it is hard to reach churned customers and sometimes even harder to identify/define when a customer has churned. We have experience working with such design and implementation challenges and look forward to sharing some of our best practices with you.

We synthesize aggregated learnings in the form of insightful reports that are supported by descriptive and predictive analytics as well as sentiment analysis of qualitative information.

Actionable Insight
We pride ourselves on providing commercially-driven, actionable insight so you can tangibly improve your business outcomes. You can be confident you’re making the right business decisions thanks to extensive experience and knowledge across sectors. By adding context to what your customers are saying, our industry experts turn insight into a clear business improvement plan built for your business sector.

We believe in creating visually appealing outputs strongly rooted in the story and structured to convey it in as clear and concise a manner as possible. Our deliverables cater to the intended audience: we customize content at a strategic level for action planning sessions and executive decks and at a more detailed and tactical level for manager-oriented decks.

Advanced Analytics and Measuring Customer Feedback
Our experienced in-house analytics team and researchers are trained to run advanced statistical and machine-learning algorithms. This combination of resources is rare in research consulting firms. We are perfectly positioned to meet all your analytical needs, whether you want to run drivers of NPS/Satisfaction/Loyalty, explore a predictive model that links customer opinions to bottom-line metrics & financial outcomes, predict customer churn from attitudinal and behavioral data across survey and CRM sources, or create a bespoke brand equity model or any other customer feedback driven model.

We have proven examples showing the accuracy of our CX analytical work that we would love to share with you.

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Maruedr UK