Customer experience research

Strengthening customer relationships is only possible by measuring customer experience. It’s not straightforward though. It evolves over time. Journeys change. Satisfaction fluctuates. Customers can be fickle friends, experiencing brands in different ways. So, you need an optimised CX programme to understand how your brand performs at every touchpoint. We’ll immerse ourselves in your business, while carefully establishing a programme of customer experience market research to improve your performance.

At Savanta we've developed a bespoke CX framework that starts with business outcomes. Proven through robust R&D, our framework better predicts revenue per customer than traditional CX approaches which may help drive satisfaction, passive recommendation and retention but won’t work harder to build long term loyalty and increase revenue.  The foundation of this are our 5 ‘Building Blocks’ of Loyalty.

These cover functional and emotional ways customers have relationships and experiences with a brand (Quality, Value, Sharing, Closeness and Magnetism). It’s a validated research approach for B2C and B2B brands proven to grow business, building long-term engagement and attitudinal loyalty. ,

Why is this important? Because attitudinal loyalty better predicts revenue per customer growth and advocacy. Don’t just satisfy and retain customers. Take different actions through unique insight to grow loyalty, increase revenue and drive positive word of mouth.

Our flexible CX framework can be dialled up and down, depending on your business needs - combining primary data, secondary data, stakeholder insights – you name it.

The good news is that you’ll likely have plenty in place for successful customer experience analysis already. Even if you think you don’t. The hard part is joining the dots and plugging the gaps – to better predict business outcomes. That’s where we come in!