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Customer experience research

Measuring customer experience (CX) helps you to remove pain points, optimise the relationship, and ultimately maximise revenue.

Our approach

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!

Research benefits

Predicting business outcomes

Engaging stakeholders with CX directly linked to commercial performance. Understand how the experiences and relationships that customers have with your brand impact revenue. Diagnose and identify the opportunities to delight which build attitudinal loyalty and revenue growth.

Driving loyalty and engagement

Go beyond the basics and satisfaction. By focusing on functional and emotional connections, drive higher ROI on your CX research. Build Customer Closeness and Brand Magnetism which drive customers to engage more with your brand and spend more. Identifying what drives attitudinal loyalty for your customers will maximise revenue potential for your brand.

Setting a CX culture

We improve customer centricity, with joined up insight and action across experiences, relationships, and journeys. In addition, our programmes provide engaging presentations and outputs that drive positive action from stakeholders. Real cultural change is a differentiator. Our approach to CX helps connect customer feedback with actions to improve business performance, delivering greater return on investment.

Loyalty Segmentation

Get granular – our results are robust at a segment and sub-segment level. Go one step further and use our ‘Degrees of Loyalty’ segmentation to identify new tactics to build market share, by driving attitudinal loyalty and reducing customers switching to competitors.

Research methods

Loyalty & development

Loyalty & development

Touchpoint tracking

Touchpoint tracking

Customer relationships

Customer relationships

Customer journey mapping

Customer journey mapping

Case studies

Customer journey mappingBuilding lifelong loyalty

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ATPIGauging customer perceptions

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Automotive manufacturerCustomer journey mapping

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Home InsuranceUnderstanding buyer behaviour

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British Private BankSpeaking to the wealthy

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"I would definitely recommend Savanta for any research work. I’ve worked with them multiple times on large and small projects, and they always go above and beyond, even at the proposal stage to win our work in the first place. I wouldn’t hesitate to send our next brief to them."

Avanti West Coast

"TPE have partnered with Savanta for over a decade , the research Savanta provides us with focuses on key business metrics for maintaining and improving the customer experience, Savanta have been fantastic to work with and provide rich insights for us to analyse and derive improvements. Savanta are proactive in their approach, forward thinking and know our market, we very much enjoy working with Savanta on research to improve our experience, the team always go above and beyond to assist us in our research."

Transpenine Express

"You guys (the whole team) are brilliant – very responsive, very helpful and so delivery-focused. It’s a real pleasure working with you."

Coutts
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Get in touch

If you’d like to speak with one of our experts right now, please call: +44 (0) 20 7632 3434