Nothing really matters if in the moment someone touches a business it doesn’t feel right.
Sometimes the answers are obvious, sometime a consumer wont even know what the problem is.
It’s a mission of ours to make sure that when we look at work of this nature, we stick close to the actual experience, and make sure that the research does not affect the outcome.
- Customer satisfaction (continuous and dips)
- Userbility testing
- Journey testing
- Immersion sessions
- Eyes and ears (customer panels)
- Mystery shopping