What measuring customer relationships helps you discover:

• The strength and quality of the relationships customers have with your brand
• Cumulative levels of satisfaction with the customer experience overall
• Key drivers of satisfaction, retention, NPS, and/or ease
• Whether products are meeting or exceeding expectations overall
• Communication and channel satisfaction and preferences
• Where you excel and underperform in terms of audiences and/or products
• Trends and long-term improvements needed across the customer journey
• A broad view of customer loyalty and the overall experience

The 11 key relationship indicators we measure:

Satisfaction

Measuring how well your product, service, or experience meets or exceeds a customer’s expectations. Satisfaction helps quantify a customer’s overall contentment with your brand.

Retention/Loyalty

Understanding key customer needs and pain points and addressing them in ways that reduce churn and increase customer lifetime value (CLV).

Likelihood to Recommend (NPS)

Assessing a customer’s loyalty through their willingness to recommend your brand, product, or service to others.

Emotional Connection

Uncovering the strength and drivers of the emotional bonds customers have with your brand that can create a deeper sense of loyalty and advocacy.

Ease

Measuring the amount of effort needed for customers to achieve their desired outcome with your products or services; ideally seamlessly and with minimal friction.

Trust & Transparency

Assessing how secure customers feel in their interactions with your brand, how much trust they feel, and their feelings around your brand’s levels of honesty, openness, and ethical business practices.

Relevance

Evaluating how well products, services, or experiences continuously align with individual customer needs and preferences – especially within economic and societal contexts.

Consistency

Gauging how well systems, processes, and products work as customers expect and how frequently they are disrupted.

Speed & Efficiency

Assessing a customer’s ability to resolve issues and complete transactions promptly and efficiently – both via self-service and live customer service interactions.

Cost

Assessing whether your product and/or service costs align with customer- perceived benefits, and ensuring customers feel they are getting good value.

Product Evaluations

Evaluating product features, performance, and user experience to understand how well the entire product experience is meeting customer needs and expectations.

Our approach fuses comprehensive ongoing tracking of your CX performance and how customer experiences are evolving over time:

We start by assessing and identifying your brand’s key customer Relationship indicators, evaluating them against behavioral data and using advanced analytics like sentiment analysis to understand your full CX picture.

Then, we connect the dots between your Relationship findings and your other proprietary research studies (CX, brand, employee, etc.), adding insights from internal data and conversations with stakeholders. This helps us identify less obvious links between customer perceptions and employee experiences, for example, or find major areas of CX opportunity in unlikely places.

Finally, we layer in findings from often-missed external VoC sources like competitive intelligence and social listening and reviews to give you precise insights and recommendations you can easily leverage.

What you’ll discover through measuring customer moments:

•  Specific (point-in-time) journey moments that delight customers or cause friction and present opportunities to improve
• Where efforts should be focused to grow acquisition and retention
• Key touchpoints where customer effort can be reduced to improve satisfaction and exceed expectations
• Opportunities to address real-time feedback
• Validating that new products and services meet important customer needs
• Early warning signs for risk mitigation

The moments that matter:

Service and Digital Interactions

Measuring transactional and point-in-time connections customers have with your brand. These interactions can occur across channels and are often with the goal of making a purchase, receiving customer service help, and/or learning more about your products and services.

Win/Loss

Analyzing the reasons prospective customers choose (or don’t choose) your brand or product over competitors.

Product/Service Impressions

Evaluating the overall perception a customer has with your product or service based on their interaction with it.

Our measurement approach for customer moments involves transactional tracking measurement triggered from recent interactions in a specific channel:

We leverage a range of always-on real-time feedback tools that evaluate touchpoint performance, UX, and opportunities across customer journey channels.

Our measurement approach allows you to capture immediate feedback from customers making purchases, seeking support, or interacting with products, services, and apps. Understanding details on these specific interactions – including service, ease, and struggles – is key to fixing operational issues quickly.

In addition to capturing feedback, we apply advanced analytics like voice and text sentiment analysis to understand not just what customers say or express via survey, but also the emotions or underlying factors influencing their feedback.