Our Solutions

customer satisfaction

Customer Satisfaction

Our Approach

Customers don’t distinguish between the products you create and the experiences they have with your company. Especially in the digital age, customers demand your best, no matter where they are in their journey or how they choose to interact with you. And the experiences you create have an impact on how satisfied customers are and how likely they are to recommend your organization to others (e.g., Net Promoter Score®).

We help you deliver experiences that stand out in a crowded field of competitors to delight consumers and to differentiate your brand. We work with your team to design customer satisfaction instruments that ask the right questions to inform action. We work across all the touchpoints in the customer journey and all the channels you use to interact with customers: in person, on the telephone, on your website, on social media, and on mobile devices.

Our systematic approach to customer experience research takes you from understanding to action.


Surface customer needs and painpoints through in-depth interviews.


Find ways to satisfy the entire value chain—both the customers you sell to and those you sell through.


Assess how customer priorities vary across key segments of interest and develop a strategy for customer needs management.


Evaluate the elements of customer experience that drive key business outcomes, such as satisfaction and likelihood to recommend (NPS).


Uncover the data you need to develop a customer in an ongoing experience strategy, using compelling presentations that replace anecdotes from the field with measurable, hard facts.

Let us help you stand out in a crowded field of competitors