Assess loyalty to your brand using data
Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and some others can help you identify how healthy your relationships with clients are.
We are ready to research
Identify customers’ perception of their experience with your brand, what they feel, and what they think to help you retain, get in love, inspire, and increase LTV.
01
NPS / CSAT / CES Assessment
We help define, measure and build the in-house assessment process for key customer experience & loyalty KPIs.
02
Hidden buyer service
Define how your field force meets service standards at points of sale, how customers feel when purchasing goods from your company.
03
Customer experience audit
360-degree service that gives you a holistic view on customer experience across digital and physical touchpoints.
What requests can be resolved by loyalty research?
We are ready to discuss your project
Schedule a call or write email at bizdev@craftinnovations.global
Capabilities
- NPS / CES / CSI / CHS assessment
- Global coverage, multi-lingual
- Fast result delivery (up to 7 days)
- Omnichannel-experience assessment expertise
Methods
- Digital screening
- In-depth interviews
- Usability tests
- Observations, ethnograthy
Loyalty assessment
process
Certain projects may not require each of the stages below. The necessity of each stage is always discussed at the “first touches” – calls and e-mails.
01First touch
- 01First touch
- 02Objectives definition
- 03Strategy design
- 04Tests & surveys
- 05Results evaluation
- 06Decision making
- First touch
- Objectives definition
- Strategy design
- Tests & surveys
- Results evaluation
- Decision making
Frequent questions about loyalty research
My customers are international, how you will research them?
We have the technical capabilities to design multi-lingual questionnaires and adopt them to country-specific T&C. As well our research team's multi-lingual
Can you help apply Customer Heals Monitor methodology for my business?
Yes, our consultants will help you define critical monitoring parameters and apply CHM (Customer Heals Monitor) methodology at the operational level in your business.
How much do your services cost?
We are transparent in our approach. After discussing the project goals and context, we make estimations, and descriptions of work for each stage and send you a budget. It's better than employing guesswork :)
Do you provide recommendations for improvements based on research?
Yes, but this is not the whole story. We can also design and test changes in interfaces, service models, and business processes to enhance target parameters.
