[et_pb_section fb_built=”1″ admin_label=”Hero Section” _builder_version=”4.22.1″ background_color=”#f0f0f0″ background_image=”https:\/\/adhocresearch.com\/wp-content\/uploads\/2026\/07\/Customer-experience-2-1.png” height=”430px” custom_padding=”8%||8%|” custom_css_before=”content:%22%22;||position:absolute;||width:100%;||height:100%;||top:0px;||left:0px;||background-color:#fff;||opacity:0.4;” global_colors_info=”{}”][et_pb_row admin_label=”Hero Area” _builder_version=”4.22.1″ background_size=”initial” background_position=”top_left” background_repeat=”repeat” min_height=”500px” custom_margin=”-150px||||false|false” custom_padding=”16px||||false|false” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.16″ custom_padding=”80px||80px|” global_colors_info=”{}” custom_padding__hover=”|||”][lwp_divi_breadcrumbs font_icon=”$||divi||400″ link_color=”#333333″ current_text_color=”#333333″ _builder_version=”4.22.1″ _module_preset=”default” module_font=”ReadexPro VariableFont_HEXPwght|300|||||||” module_font_size=”13px” text_orientation=”center” module_alignment=”center” global_colors_info=”{}”][\/lwp_divi_breadcrumbs][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” text_font=”Arial||||||||” text_text_color=”#333333″ header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
Measuring your products\u2019 performance<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Service Section” _builder_version=”4.22.1″ background_enable_image=”off” background_position=”top_center” custom_padding=”0px||35px|0px|false|false” global_colors_info=”{}”][et_pb_row custom_padding_last_edited=”on|phone” _builder_version=”4.21.0″ _module_preset=”default” background_color=”#FFFFFF” vertical_offset=”-80px” width_tablet=”” width_phone=”100%” width_last_edited=”on|phone” custom_margin=”||0px||false|false” custom_padding=”80px|150px|11px|150px|false|true” custom_padding_tablet=”|50px||50px|true|true” custom_padding_phone=”|10px||10px|true|true” border_radii=”on|15px|15px|15px|15px” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_text admin_label=”Texte” _builder_version=”4.22.1″ _module_preset=”default” text_font=”Open Sans||||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
[\/et_pb_text][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” text_font=”Arial|300|||||||” text_font_size=”24px” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ text_font_size_tablet=”24px” text_font_size_phone=”18px” text_font_size_last_edited=”on|phone” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
UX and CX: understanding, measuring and improving are your key challenges<\/p>\n
[\/et_pb_text][et_pb_divider divider_position=”bottom” divider_weight=”3px” _builder_version=”4.21.0″ _module_preset=”default” width=”10%” module_alignment=”center” custom_margin=”||||false|false” custom_padding=”0%||||false|false” global_colors_info=”{}”][\/et_pb_divider][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”-56px||||false|false” custom_padding=”0px|||||” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” text_font=”Open Sans||||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ text_orientation=”center” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
Studying customer experience is essential to understand customers\u2019 expectations and needs, improve their satisfaction and increase loyalty, solve problems, stand out from the competition and optimise operational efficacy Our customer experience studies aim at helping companies create positive and memorable experiences for their customers, thus fostering their long term success. <\/p>\n
[\/et_pb_text][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.21.0″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” text_font=”Open Sans||||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ text_orientation=”center” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
By combining various satisfaction indicators, analysing purchase journeys, and measuring the produced quality, our solutions enable you to obtain in-depth information on customers\u2019 satisfaction, effort and loyalty, and to take appropriate measures to improve performance.<\/p>\n
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Discover our qualitative, quantitative, and hybrid research solutions.<\/p>\n
[\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Service Section” _builder_version=”4.17.6″ background_enable_image=”off” background_position=”top_center” custom_padding=”0px||57px|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.17.6″ _module_preset=”default” custom_padding=”50px|||||” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
[\/et_pb_text][et_pb_divider divider_position=”bottom” divider_weight=”3px” _builder_version=”4.22.1″ _module_preset=”default” width=”10%” module_alignment=”center” custom_margin=”-10px||||false|false” custom_padding=”0%||||false|false” global_colors_info=”{}”][\/et_pb_divider][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n
<\/p>\n
Consumers\u2019 experiences are complex –<\/strong> in order to measure the efficacy of your CX programme, it is important to assess the different components of your customers\u2019 satisfaction.<\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.19.2″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.18.1″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”30px|30px|30px|30px|true|true” custom_padding_tablet=”30px|30px|30px|30px|true|true” custom_padding_phone=”20px|20px|20px|20px|true|true” custom_padding_last_edited=”on|phone” border_radii=”on|24px|24px|24px|24px” box_shadow_style=”preset4″ box_shadow_horizontal=”0px” box_shadow_vertical=”100px” box_shadow_blur=”100px” box_shadow_color=”rgba(194,194,200,0.4)” global_colors_info=”{}”][et_pb_image src=”https:\/\/adhocresearch.com\/wp-content\/uploads\/2023\/06\/CSAT.png” title_text=”CSAT” _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”||60px||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.22.1″ _module_preset=”9506056e-1501-4754-9350-df660b326729″ header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_5_font_size=”16px” header_5_letter_spacing=”0px” header_5_line_height=”1em” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”b20431da-a961-4b1d-a4c3-f38df74fd5b3″ text_font=”|300|||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n The Customer Satisfaction Score is an indicator that measures customers\u2019 overall satisfaction using a rating scale. The average score provided is an aggregated measure that makes it possible to compare different products and services over time. <\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.18.1″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”30px|30px|30px|30px|true|true” custom_padding_tablet=”30px|30px|30px|30px|true|true” custom_padding_phone=”20px|20px|20px|20px|true|true” custom_padding_last_edited=”on|phone” border_radii=”on|24px|24px|24px|24px” box_shadow_style=”preset4″ box_shadow_horizontal=”0px” box_shadow_vertical=”100px” box_shadow_blur=”100px” box_shadow_color=”rgba(194,194,200,0.4)” global_colors_info=”{}”][et_pb_image src=”https:\/\/adhocresearch.com\/wp-content\/uploads\/2023\/06\/NPS.png” title_text=”NPS” _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”||60px||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.21.0″ _module_preset=”9506056e-1501-4754-9350-df660b326729″ header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_5_font_size=”16px” header_5_letter_spacing=”0px” header_5_line_height=”1em” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”b20431da-a961-4b1d-a4c3-f38df74fd5b3″ text_font=”|300|||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n The Net Promoter Score is an indicator of customers\u2019 propensity to recommend the company, its products or services to other consumers. It measures the loyalty and engagement of customers towards the brand. <\/p>\n [\/et_pb_text][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.18.1″ _module_preset=”default” background_color=”#FFFFFF” custom_padding=”30px|30px|30px|30px|true|true” custom_padding_tablet=”30px|30px|30px|30px|true|true” custom_padding_phone=”20px|20px|20px|20px|true|true” custom_padding_last_edited=”on|phone” border_radii=”on|24px|24px|24px|24px” box_shadow_style=”preset4″ box_shadow_horizontal=”0px” box_shadow_vertical=”100px” box_shadow_blur=”100px” box_shadow_color=”rgba(194,194,200,0.4)” global_colors_info=”{}”][et_pb_image src=”https:\/\/adhocresearch.com\/wp-content\/uploads\/2023\/06\/CES.png” title_text=”CES” _builder_version=”4.21.0″ _module_preset=”default” custom_margin=”||60px||false|false” locked=”off” global_colors_info=”{}”][\/et_pb_image][et_pb_text _builder_version=”4.21.0″ _module_preset=”9506056e-1501-4754-9350-df660b326729″ header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_5_font_size=”16px” header_5_letter_spacing=”0px” header_5_line_height=”1em” header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][et_pb_text _builder_version=”4.21.0″ _module_preset=”b20431da-a961-4b1d-a4c3-f38df74fd5b3″ text_font=”|300|||||||” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n The Customer Effort Score assesses the effort perceived by customers when they interact with the company. It measures the easiness of use and the efficacy of the customer service process. It aims at identifying sticking points that could cause customer satisfaction or loyalty to drop. <\/p>\n [\/et_pb_text][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ admin_label=”Service Section” _builder_version=”4.21.0″ background_color=”#f0f0f0″ background_image=”https:\/\/adhocresearch.com\/wp-content\/uploads\/2023\/06\/section-bg-graph.png” background_position=”top_center” custom_padding=”100px||100px|0px|false|false” global_colors_info=”{}”][et_pb_row _builder_version=”4.17.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”4_4″ _builder_version=”4.17.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro 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header_5_font_size_last_edited=”on|tablet” global_colors_info=”{}”]<\/p>\n [\/et_pb_text][et_pb_divider divider_position=”bottom” divider_weight=”3px” _builder_version=”4.22.1″ _module_preset=”default” width=”10%” module_alignment=”center” custom_margin=”-10px||||false|false” custom_padding=”0%||||false|false” global_colors_info=”{}”][\/et_pb_divider][et_pb_text _builder_version=”4.22.1″ _module_preset=”default” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ header_font_size_tablet=”” header_font_size_phone=”40px” header_font_size_last_edited=”on|phone” header_2_font_size_tablet=”40px” header_2_font_size_phone=”30px” header_2_font_size_last_edited=”on|phone” header_5_font_size_tablet=”15px” header_5_font_size_phone=”16px” 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global_colors_info=”{}”][\/et_pb_image][\/et_pb_column][et_pb_column type=”3_4″ _builder_version=”4.17.6″ _module_preset=”default” global_colors_info=”{}”][et_pb_text _builder_version=”4.21.0″ _module_preset=”default” text_font=”ReadexPro VariableFont_HEXPwght||||||||” text_text_color=”#000000″ text_line_height=”1.2em” header_font=”|700|||||||” header_text_color=”#252525″ header_2_font=”|600|||||||” header_2_text_color=”#252525″ header_2_font_size=”40px” header_3_font=”|600|||||||” header_3_text_color=”#252525″ header_3_font_size=”20px” header_5_font=”ReadexPro VariableFont_HEXPwght|600|||||||” header_5_text_color=”#252525″ custom_margin=”19px||||false|false” custom_margin_tablet=”0px||||false|false” custom_margin_phone=”-11px||||false|false” custom_margin_last_edited=”on|phone” text_text_color_tablet=”#000000″ text_text_color_phone=”#000000″ text_text_color_last_edited=”on|desktop” text_font_size_tablet=”16px” text_font_size_phone=”14px” text_font_size_last_edited=”on|phone” 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box_shadow_color=”rgba(0,0,0,0.1)” locked=”off” global_colors_info=”{}” background_enable_image__hover=”off” child_filter_brightness__hover=”100%” child_filter_brightness__hover_enabled=”on|desktop” body_text_color__hover=”#FFFFFF” body_text_color__hover_enabled=”on|hover” header_text_color__hover=”#FFFFFF” header_text_color__hover_enabled=”on|hover” background_color__hover=”#c61a4b” background__hover_enabled=”on|hover” image_icon_background_color__hover=”RGBA(255,255,255,0)” image_icon_background_color__hover_enabled=”on|hover” background_enable_color__hover=”on” child_filter_saturate__hover_enabled=”on|hover”][\/et_pb_blurb][\/et_pb_column][\/et_pb_row][\/et_pb_section][et_pb_section fb_built=”1″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_row column_structure=”1_3,1_3,1_3″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_3″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”What is customer feedback ?” open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#000000″ closed_toggle_background_color=”#FFFFFF” icon_color=”#c61a4b” toggle_icon=”||fa||900″ open_icon_color=”#c61a4b” open_toggle_icon=”||fa||900″ _builder_version=”4.22.1″ _module_preset=”default” title_font=”Open Sans|700|||||||” title_text_align=”center” title_font_size=”16px” title_line_height=”1.5em” closed_title_font=”Open Sans|700|||||||” closed_title_text_align=”center” closed_title_line_height=”1.5em” body_font=”Open Sans||||||||” body_text_align=”center” body_text_color=”#000000″ text_orientation=”center” hover_enabled=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”3px” border_color_all=”#e9e9e9″ box_shadow_style=”preset3″ global_colors_info=”{}” module_class=”faq-hover3″ sticky_enabled=”0″]<\/p>\n Customer feedback includes all the methods used to collect and analyze customer feedback on their experience with a brand, product, or service.<\/span><\/p>\n The goal is to measure customer perceptions, identify areas of satisfaction and dissatisfaction, and identify the main irritants encountered throughout the customer journey. These insights make it possible to track changes in the customer experience and inform decisions regarding marketing, product, and relationship optimization. <\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”What is the customer feedback process?” open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#000000″ closed_toggle_background_color=”#FFFFFF” icon_color=”#c61a4b” toggle_icon=”||fa||900″ open_icon_color=”#c61a4b” open_toggle_icon=”||fa||900″ admin_label=”Bascule” _builder_version=”4.22.1″ _module_preset=”default” title_font=”Open Sans|700|||||||” title_text_align=”center” title_font_size=”16px” title_line_height=”1.5em” closed_title_font=”Open Sans|700|||||||” closed_title_text_align=”center” closed_title_line_height=”1.5em” body_font=”Open Sans||||||||” body_text_align=”center” body_text_color=”#000000″ text_orientation=”center” hover_enabled=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”3px” border_color_all=”#e9e9e9″ box_shadow_style=”preset3″ global_colors_info=”{}” module_class=”faq-hover3″ sticky_enabled=”0″]<\/p>\n Customer insights are based on a variety of sources and channels:<\/p>\n The necessary integration of these data sources allows for the cross-referencing of multiple types of customer signals to gain a more comprehensive, reliable, and actionable understanding of the customer experience.<\/p>\n The customer listening process must evolve from occasional, declarative customer listening to continuous, multi-source, and contextualized customer listening.<\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][et_pb_column type=”1_3″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”Why study the customer journey?” open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#000000″ closed_toggle_background_color=”#FFFFFF” icon_color=”#c61a4b” toggle_icon=”||fa||900″ open_icon_color=”#c61a4b” open_toggle_icon=”||fa||900″ admin_label=”Bascule” _builder_version=”4.22.1″ _module_preset=”default” title_font=”Open Sans|700|||||||” title_text_align=”center” title_font_size=”16px” title_line_height=”1.5em” closed_title_font=”Open Sans|700|||||||” closed_title_text_align=”center” closed_title_line_height=”1.5em” body_font=”Open Sans||||||||” body_text_align=”center” body_text_color=”#000000″ text_orientation=”center” hover_enabled=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”3px” border_color_all=”#e9e9e9″ box_shadow_style=”preset3″ global_colors_info=”{}” module_class=”faq-hover3″ sticky_enabled=”0″]<\/p>\n The customer journey is fragmented, multichannel, and not linear. Purchasing behaviors do not follow a single, predictable pattern but vary depending on product categories, contexts, and levels of engagement. <\/span><\/p>\n Touchpoints are multiplying across digital channels, information platforms, and direct interactions with brands. Information gathering, comparison, and decision-making can occur at different points along the journey, with no fixed sequence. <\/span><\/p>\n In this context, analyzing the customer journey makes it possible to reconstruct the actual stages of decision-making, identify the touchpoints that were engaged, and measure their role in shaping the final choice. It thus provides a structured understanding of the journeys and the factors that influence their effectiveness. <\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][\/et_pb_row][et_pb_row column_structure=”1_2,1_2″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_column type=”1_2″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”How do you calculate the NPS?” open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#000000″ closed_toggle_background_color=”#FFFFFF” icon_color=”#c61a4b” toggle_icon=”||fa||900″ open_icon_color=”#c61a4b” open_toggle_icon=”||fa||900″ _builder_version=”4.22.1″ _module_preset=”default” title_font=”Open Sans|700|||||||” title_text_align=”center” title_font_size=”16px” title_line_height=”1.5em” closed_title_font=”Open Sans|700|||||||” closed_title_text_align=”center” closed_title_line_height=”1.5em” body_font=”Open Sans||||||||” body_text_align=”center” body_text_color=”#000000″ text_orientation=”center” hover_enabled=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”3px” border_color_all=”#e9e9e9″ box_shadow_style=”preset3″ global_colors_info=”{}” module_class=”faq-hover3″ sticky_enabled=”0″]<\/p>\n The Net Promoter Score (NPS) is calculated based on a single recommendation question, typically phrased on a scale from 0 to 10: \u201cWould you recommend the brand\/product\/service to your friends and family?\u201d<\/span><\/p>\n Respondents are then divided into three categories:<\/span><\/p>\n Detractors (0 to 6): dissatisfied or critical customers<\/span><\/p>\n Passives (7 to 8): satisfied but not very engaged customers<\/span><\/p>\n Promoters (9 to 10): highly satisfied customers who actively recommend the brand<\/span><\/p>\n The NPS is calculated by subtracting the percentage of detractors from the percentage of promoters:<\/span><\/p>\n NPS = % of promoters \u2212 % of detractors<\/span><\/p>\n The resulting score can range from -100 to +100. Passives are not included in the calculation, but they are generally analyzed separately to understand the level of moderate satisfaction. <\/span><\/p>\n [\/et_pb_toggle][\/et_pb_column][et_pb_column type=”1_2″ _builder_version=”4.22.1″ _module_preset=”default” global_colors_info=”{}”][et_pb_toggle title=”When should a U&A study be conducted?” open_toggle_text_color=”#000000″ open_toggle_background_color=”#FFFFFF” closed_toggle_text_color=”#000000″ closed_toggle_background_color=”#FFFFFF” icon_color=”#c61a4b” toggle_icon=”||fa||900″ open_icon_color=”#c61a4b” open_toggle_icon=”||fa||900″ admin_label=”Bascule” _builder_version=”4.22.1″ _module_preset=”default” title_font=”Open Sans|700|||||||” title_text_align=”center” title_font_size=”16px” title_line_height=”1.5em” closed_title_font=”Open Sans|700|||||||” closed_title_text_align=”center” closed_title_line_height=”1.5em” body_font=”Open Sans||||||||” body_text_align=”center” body_text_color=”#000000″ text_orientation=”center” hover_enabled=”0″ border_radii=”on|20px|20px|20px|20px” border_width_all=”3px” border_color_all=”#e9e9e9″ box_shadow_style=”preset3″ global_colors_info=”{}” module_class=”faq-hover3″ sticky_enabled=”0″]<\/p>\n There is no universal \u201cgood\u201d NPS score. Its interpretation depends on the industry, the competitive landscape, and the standards typically observed in that category. A score may be considered satisfactory in one market, while expected levels may be much higher in other environments. <\/span><\/p>\n The NPS reflects the intention to recommend and should be analyzed as an indicator of perception. 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global_colors_info=”{}”][\/ba_image_carousel_child][\/ba_image_carousel][\/et_pb_column][\/et_pb_row][\/et_pb_section]<\/p>\n","protected":false},"excerpt":{"rendered":"CSAT<\/h5>\n
NPS<\/h5>\n
CES<\/h5>\n
CX: the Purchase Journey<\/h2>\n
Inlab approach<\/h5>\n
Immersive approach<\/h5>\n
Measuring of service quality<\/h2>\n
Quality monitoring <\/span><\/h2>\n
Our solutions<\/span><\/h2>\n
\n
They trust<\/span> us<\/h2>\n