CX Research

Customer Experience – RESEARCH

Our research is designed to provide customer, patient, employee, leadership and company wide insights to drive improvements to create profits.  helps CX professionals open new avenues for success for their organisations and provides the hard data and research required to engage executive leadership in Customer Experience dialogues.

  • CUSTOMER INSIGHTS

    • NPS
    • Qualitative research
    • Quantitative research
    • User experience
    • Focus groups
    • Ethnography research
    • Patient Experience Mapping
    • Indepth interviews

  • LEADERSHIP INSIGHTS

    • Leadership capability assessment
    • Indepth interviews
    • 360 reviews
    • Peer to peer reviews and evaluation
    • Leadership bootcamp on customer centricity

  • EMPLOYEE INSIGHTS

    • eNPS
    • Employee Journey Mapping
    • Employee Experience Insights

  • PATIENT INSIGHTS

    • Patient Journey Mapping

  • ORGANISATIONAL CUSTOMER CENTRICITY

    • Customer Centric Maturity Assessment

Optimising Your CX Research Program

Designing and implementing a customer experience program is a significant investment. To help you maximise the return on this investment, you may want to consider some of the following questions:

1.

Have you developed key personas and mapped their journey?

2.

Do you have journey maps for all of your key customer segments?

3.

Do you use consistent CX measures across the organisation?

4.

Have you identified key moments of truth and key touchpoints?

5.

Do you measure CX at the key moments of truth and across all key touchpoints?

6.

Do you measure effort and emotion?

7.

Do you talk to inactive or lapsed customers to improve retention and lost leads to improve acquisition?

8.

Are you monitoring your social media for feedback and comments and sharing them within the business?

9.

Are you using text and voice analytics to understand qualitative feedback?

10.

Have you developed a CX model that links to organisational performance?

11.

Do you use a technology platform to monitor and share CX data?

12.

Are the insights from your CX research shared across your business?

13.

Do you use design thinking to create better customer experiences?

If you are struggling to answer the above questions then contact 6peas for an obligation free meeting on your Customer Engagement strategies for your business. 

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