What are the Experience Focused Research Studies?

NPS Measurement and Tracking : The NPS question is generally simple and straightforward. For example: "On a scale of 1 to 10, how likely are you to recommend our brand to others?" Customers are expected to rate their likelihood of recommending the brand with a numerical score. This way, customer satisfaction is measured, and performance indicators are defined. The answer to this question is captured as an NPS score.

Customer Satisfaction, Loyalty, Recommendation : Customer satisfaction is a measure of how well a company's products and services meet customer expectations. It involves conducting customer satisfaction surveys, market research, customer intelligence, and customer analytics.

Employee Satisfaction : Employee satisfaction survey is a method aimed at understanding the thoughts and perceptions of employees about the organization and their work experience. It involves gathering feedback from employees to identify areas for improvement and develop recommendations in line with their feedback. The survey helps assess employee satisfaction, engagement, and overall experience within the organization, allowing for targeted interventions and strategies to enhance employee well-being and productivity.

Supplier Satisfaction : Supplier satisfaction survey is a research method that helps determine the level of satisfaction among suppliers and enables the implementation of necessary measures. It involves identifying factors that affect supplier performance, gathering opinions on the products and services offered by the company and its competitors, assessing pricing evaluations, and evaluating the product/service quality and post-sales services. The survey helps gain insights into the satisfaction levels and perceptions of suppliers, allowing for improvements in supplier relationships and overall supply chain management.

Accompanied Shopping : Accompanied Shopping, also known as Shop-Along or Shop-with Method, is a research technique where a field researcher accompanies a participant during their shopping experience or observes their shopping behavior. The researcher observes and interacts with the participant in real-time, gaining insights into their decision-making process, preferences, and behaviors. After the shopping experience, a follow-up interview is conducted with the participant to gather additional information and deeper understanding of their thoughts, perceptions, and experiences related to the shopping trip. Accompanied Shopping allows researchers to gain firsthand insights into consumer behavior and preferences in a real-world shopping environment.

Shopper : Shopper Marketing is a form of marketing that aims to influence and change shopper behavior to drive the consumption of a brand's products or services. It involves the use of integrated marketing strategies and techniques to create a positive impact on the shopper's decision-making process. The goal is to develop strategies and sales concepts that positively influence the shopper's purchasing decisions on behalf of the brand, ensuring the brand is remembered within the retail environment and designing a shopping journey that triggers positive emotions. Shopper Marketing recognizes the importance of understanding and catering to the needs, preferences, and motivations of shoppers to create a successful and engaging shopping experience that ultimately drives sales and builds brand loyalty.

Mystery Shopper : Mystery shopping research is the use of trained researchers who act as customers or potential customers to monitor and evaluate the quality of service processes, procedures, and customer service experience in a business. The purpose of this research is to assess and measure the performance of the business from the perspective of the customer. Mystery shoppers observe and interact with employees, evaluate various aspects of the customer experience, and provide detailed feedback on their findings. This research method helps businesses identify areas for improvement, enhance customer satisfaction, and ensure that service standards are met consistently.

Exit Studies : Exit interviews are structured interviews conducted with customers who are leaving a store. The purpose of exit interviews is to gather feedback and insights from customers about their experience in a store, including any challenges or issues they encountered, what they enjoyed, and their recommendations for improving the brand. These interviews aim to collect feedback and insights to enhance the customer experience and identify areas for improvement.