Customer research
The score is where the question begins.
Measure NPS, customer satisfaction and brand – and find out why customers answer the way they do. Every answer is followed by a question that goes deeper, at the very moment the customer still has the experience fresh in mind.
- ✓NPS with an explanationScore, reason and follow-up in the same answer.
- ✓Quotes behind every themeThe full answer is always behind the number.
- ✓Actions that get followed upFrom insight to owner, status and date.
01 / What we research
Four questions leadership
always asks.
One platform for continuous measurement and in-depth projects. You choose whether to run it yourselves or with us.
- NPS & LOYALTY
Why do they recommend us – or not?
The NPS question is followed by the customer’s own explanation and an AI follow-up. You see what creates promoters and what makes passive customers hesitate.
- CUSTOMER SATISFACTION
What works, and what rubs?
Combine scales, multiple choice and open text. Skip logic means every customer only gets the questions that are relevant to them.
- CUSTOMER JOURNEY
Which moments define the relationship?
Capture the experience right after purchase, onboarding, delivery or a support case – while the memory is fresh and the answer concrete.
- BRAND
What do you stand for in the customer’s mind?
Free associations in the customer’s own words, followed by the question why. See which associations you own and which ones drive choice.
02 / Why customers answer
A conversation is easier to answer than a form.
Customers tire of long surveys with fixed questions. When the question builds on what they just said, answering feels meaningful – and the answers become longer and more concrete.
- Short, because it’s smart
Skip logic and follow-ups replace twenty fixed questions. Most people answer in a few minutes.
- Answer the way that suits you
Type, speak the answer on your phone or get a call from an interviewer – whenever it suits the customer.
- A receipt that someone listened
Customers get a short summary of what they said when the interview is done.
- More honest without an audience
Without an interviewer to be polite to, it’s easier to say how things really are.
03 / Set-up
Do it yourselves –
or let us do it.
- PLATFORM
Self-service
You build surveys, send them out and read the report yourselves. Perfect for ongoing NPS and pulse surveys.
- PROJECT
Research project
We design the study, run the survey and present a reviewed analysis with recommendations.
- MIX
Digital + phone
Digital AI conversations for breadth and phone interviews with key accounts for depth – in the same report.
What do you want to understand about your customers?
Tell us about the decision you face. We propose the set-up, audience and method – online, by phone or both.