Customer
Customer experience research
Measure every touchpoint of the customer journey, find the moments that break the experience and prioritise what to fix first.
Send a briefCustomer experience is the sum of every contact a customer has with your brand: seeing an ad, entering a store or app, buying, having a problem and coming back. One poor moment can undo the effect of every other investment.
We map the customer journey end to end and measure each touchpoint through the customer’s eyes. The goal is not a single satisfaction score but finding the moments that break the experience, quantifying their impact on loyalty and recommendation, and setting clear priorities.
Questions this research answers
- At which stage of the journey do customers struggle or drop out?
- Which touchpoints drive loyalty and recommendation the most?
- Do branches, channels or regions deliver a different experience?
- How do we compare with competitors?
- Are our improvements felt by customers?
Methods we use
Customer journey mapping
Touchpoint surveys via CATI and CAWI
NPS and driver analysis
In-depth interviews
Mystery shopping
What you receive
- Experience map by touchpoint
- Loyalty drivers and their weight
- Prioritised improvement list
- KPI set for tracking
Frequently asked questions
A satisfaction survey usually measures the outcome of a specific service. Experience research looks at the whole journey and how touchpoints affect each other.
The first study sets a baseline; repeating it once or twice a year tracks the effect of improvements.
Yes. Customer data is processed under Turkish data protection law (KVKK), for research purposes only and under a data processing agreement.
Let’s design the right study for your question.
Tell us briefly what you need; we reply within one business day.