Within customer experience research we measure customer satisfaction and loyalty. This is often an important indicator for measuring the quality and success of the company.

Satisfied customers lead to a more positive business result:
  • Satisfied customers remain more loyal to your brand (loyalty).
  • Satisfied customers are your best advertisement: they recommend your products or services faster to people in their environment (word of mouth).
  • Retaining (satisfied) customers is cheaper than attracting new customers.

Through research you can check whether your customers are satisfied and how they think about your products, services, etc. This can relate to both transactional satisfaction, where you measure satisfaction after a certain contact moment. Or relational satisfaction, where you examine the satisfaction of the relationship with your company and map out various aspects.

The emphases in Customer Experience research:

According to your needs, different emphases can be put:

  • Classic satisfaction
  • NPS survey - which customers would recommend you to others?
  • Mapping out the customer experience

Customer experience research should be conducted frequently. After all, the needs of customers change regularly. Regular measurements (annual or semi-annual) also allow you to monitor the results of certain actions and keep your finger on the pulse.

For this type of research, we often start from customer databases in which the opinion of internally defined target groups or segments can also be mapped. This provides you with insight into how your different customer segments experience your brand, products and services.

Get to know your customers today!
Flexible and accurate research agency. With DataSynergy you are sure of a very good project follow-up from start to finish. We like to work with DataSynergy because they are extremely flexible, accurate and manage to think along and bring stories from the obtained data.- Tamara VAN WEVERBERG - Customer relations - Customer Insights Expert
All our projects with DataSynergy have proven to be successful: we particularly appreciate the empathy in the contact, listening to our needs, as well as the real quality of the analyses and the respect of the arrangements (timing, budget, ... ). DataSynergy is one of our trusted partners.- Valérie BLANPAIN – Head of Marketing Research Colruyt Group
An agency such as DataSynergy is a breath of fresh air in the current landscape of large research agencies. Every time we collaborate with DataSynergy they are involved as real partners in the research project: they think along creatively and in depth about how to convert complex business questions into a research design, they link to previous research, perform statistical analyses keeping in mind the pragmatic usability of the results and help make the results clear for management and the wider company in a professional manner. Moreover, their thorough knowledge of market research, enthusiasm and high reactivity ensure that we are very happy to work with DataSynergy.- Karin Schreurs - Terminal Manager - Brussels Airport Company