02.1 · Create Better Customer Experiences
Customer Experience & Loyalty
Measure and improve satisfaction, advocacy and loyalty — and find out which parts of the experience actually drive customers to stay, spend and recommend.
Insight
Questions we help you answer
- Q1
How satisfied and loyal are our customers, compared with competitors?
- Q2
Which moments of the experience drive loyalty — or churn?
- Q3
Where should we invest to improve retention?
Methodology
How we approach it
- 1
Define what matters
Identify the relationship and transactional moments that shape the experience.
- 2
Measure
Track satisfaction, advocacy and loyalty through relationship and touchpoint surveys.
- 3
Find the drivers
Use driver analysis to connect experience attributes with loyalty outcomes.
- 4
Close the loop
Turn results into prioritised actions and track the effect over time.
Methods we use
- Relationship surveys
- Touchpoint surveys
- Driver analysis
- Dashboards
Deliverables
What you get
- CX and loyalty measurement programme
- Key driver analysis
- Competitive benchmarks
- Prioritised improvement plan
Case studies
Case studies are on their way.
We're preparing published examples of our customer experience & loyalty work. Ask us for relevant experience in your category — we're happy to walk you through it.
More in Create Better Customer Experiences
- UX & Product ExperienceTest how people really use your products, apps and websites — and fix the usability issues that stand between them and a great experience.
- Customer Journey OptimizationMap the end-to-end customer journey across channels to find the moments of friction and delight — and redesign the ones that matter most.
- Consumer SegmentationDivide your market into meaningful, actionable segments — with archetypes and personas that teams can use to target, design and communicate.
- Communities & Continuous ListeningStay close to customers between projects with online research communities and always-on listening that feed decisions week after week.
- AI-powered Consumer SimulationExplore consumer reactions early with AI-simulated respondents built from real research data — for fast, directional answers that are then confirmed with real people.
Talk to us about Customer Experience & Loyalty
Tell us about the decision in front of you and we'll recommend the right design, sample and timeline.