• Market research
  • Mystery Shopping
  • Customer experience
  • Social research

Customer Journey & Customer Experience

Good customer and employee experiences – are the result of consciously designed and regularly tested processes. Rwe are realizing projects Customer Experience and Employee Experiencethat help you understand what everyday brand interactions really look like – both from the customer and team perspective. This allows our clients take actions to increase loyalty, commitment and efficiency. 

  • Customer path mapping - CJM
  • Touchpoint analysis
  • Chronometry of service processes
  • Customer Effort Score (CES)
  • Net Promoter Score (NPS)
  • Customer Satisfaction Index (CSI
  • Voice of Customer (VoC)
  • Mapping internal and external processes
  • UX/heuristic audits (e.g. websites, apps)
  • Design Thinking / Service Design workshops
  • Testing prototypes, mockups, new services
  • Employee Experience Survey
  • Employee satisfaction survey
  • Employee engagement research
  • Internal cooperation study
  • Customer service quality certificates
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  • CAWI – online surveys
  • CATI – computer-assisted telephone interviews
  • CAPI – Tablet-based personal interviews
  • PAPI – paper survey questionnaires
  • Omnibus – multi-topic research
  • Tracking (continuous/wave) – monitoring indicators over time
  • U&A Research – Use and Attitudes
  • Satisfaction surveys (NPS, CSI, CES)
  • Advertising tests (pre-test, post-test)
  • Exit interviews – after the visit or purchase is completed
  • Advertising/product concept tests (pretest/posttest)
  • B2B research - with company decision-makers, buyers, managers
  • A/B testing – comparing two versions
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  • FGI – Focus Group Interviews (in-person and online)
  • IDI – individual in-depth interviews
  • Dyads / triads – interviews with 2 or 3 people
  • Ethnography - participant observation
  • Home/workplace ethnographic interviews
  • Customer journey analysis (customer path mapping)
  • Prototype testing (mockups, MVP)
  • Expert panels / Delphi method
  • Desk research and analysis of existing data
  • Non-participant observations (e.g. in branches, points of sale)
  • Participant observation
  • Group interviews with stakeholders
  • Heuristic UX analysis (websites/apps)
  • Insight workshops
  • Co-creation sessions
  • Card sorting
  • Projection questions and tasks
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  • Competition benchmarking
  • Content analysis and desk research
  • SWOT analysis
  • Analysis of customer service quality using mystery shopping techniques
  • Tracking the image and position of brands
  • Heuristic UX analysis – expert assessment of the usability of a website or application
  • Customer Journey Mapping
  • Process chronometry – measuring the actual duration of service stages
  • Complaint data analysis / VoC – diagnosing the sources of customer dissatisfaction
  • Standards/Accessibility Audit – Verification of compliance with guidelines or accessibility barriers
  • Sentiment analysis – analysis of moods and topics of expression