Our Customer Experience Department conducts three different but interconnected types of research, exploring different aspects of customer journey.
XSIGHTS maps out the Customer Experience Journey from the beginning to the very end in a holistic and strategic manner. For this type of survey, XSIGHTS uses exit interviews, customer satisfaction surveys, guided shopping trips, ethnographic observations, focus group discussion and/or in-depth interviews depending on the nature of the customer’s experience. XSIGHTS its 4D Model for Customer Experience Journey Research, for more information about our 4D Model, please contact us.
Customer Satisfaction is one of the musts in today’s competitive markets. XSIGHTS ‘Satisfaction Model measures customer satisfaction in both material and emotional attributes. Thanks to latest technology, XSIGHTS is able to send questionnaires at several touch points and visualize the results instantly. For more information about our Satisfaction Model, please contact us.
Net Promoter Score (NPS) has been used as a stable measure of marketing performance. XSIGHTS combines NPS with key loyalty questions and offers a solid understanding of how engaged the customers of a certain brand are. At XSIGHTS, we are particularly interested in using advanced modelling techniques to explain the changes in NPS scores. For more information, please contact us.
UX has become a must, especially for e-commerce. XSIGHTS employs experienced UX specialists to create useful suggestions for maximizing the interface experience of a website, ATM machine or mobile application. For more information, please contact us.
XSIGHTS conducts mystery shopping to determine whether vendors, company branches and other service or sales points are in alignment with the desired company policies and operational practices. XSIGHTS’ reliable and objective measurement reveals the knowledge and skills of company staff, whether training programs have been effective and how employees are interacting with clients. Mystery shopping provides brand managers with key tips to improve customer experience. XSIGHTS uses state-of-the-art software for its Mystery Shopping work. It includes GPS controls, excellent reporting options on a dashboard, and it offers different scenarios and a large pool of mystery shoppers. For more information about our Mystery Shopping services, please contact us.
XSIGHTS conducts exit interviews regularly for its retail clients. The exit interviews are conducted face-to-face at the exit of the retail or service points. The customers are asked about product diversity, availability, level of information of the representative and their shopping experience. The insights from these surveys are used to improve the overall customer experience and create targeted solutions for retail or service points.
If you would you like to become a Mystery Shopper, please click here.
For more information about our Mystery Shopping services, please contact us.
