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?

  • How to increase customer loyalty?
  • How to decrease customer churn?
  • How good the customer experience is with my company?
  • What customers values the most in our service?
  • Could we increase price without losing sales?
  • How to increase customers LTV?
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
  • First touch
  • Objectives definition
  • Strategy design
  • Tests & surveys
  • Results evaluation
  • Decision making
01 — First touch

The goal is to understand what business goal you are trying to achieve and what methods will help do this with the best value, in time and budget!

Time to deliver: On-demand
02 — Objectives definition

The kick-off meeting is where we set up KPIs, synchronize expectations, and involve participants from both sides in creating the timeline.
All parties have a clear vision of project execution.

Time to deliver: On-demand
03 — Strategy design

Questionnaires, customer segments, and distribution plans are drawn up.

Time to deliver: On-demand
04 — Tests & surveys

Data is gathered through which we can draw insights.

Time to deliver: On-demand
05 — Results evaluation

Collected data is used for assessment, data modeling, and report creation.

Time to deliver: On-demand
06 — Decision making

Our team will share with you the results and insights of the research, leaving you with all the info needed to make evidence-based decisions.

Time to deliver: On-demand

Case studies

Customer research for ‘loyalty program’ design
Marketing kit design & website development
Design thinking workshop for school kids

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.

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Craft Innovations has become one of the most reviewed B2B firms in Toronto
Craft Innovations has become one of the most recommended marketing agencies worldwide
User Research that drives businesses
How user research can help you make the right business decisions
11 Traps of Cognitive Biases in Product Design
How not to get trapped by your brain while making decisions in service or product development
Customer experience design for metaverse
What is a metaverse, and how brands and businesses can provide a quality customer experience there
Customer Satisfaction Score metric
When to use and how to calculate CSAT
7 best methods for ideation
Practical tools to boost the creativity of your next brainstorming session
Jobs theory – how people ‘hire’ and ‘fire’ products
What is Jobs-to-be-Done framework, and how to apply it in product development
5 metrics to measure customer experience
Key performance indicators to measure loyalty and customer experience