Assess loyalty to your brand by data

Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), Customer Effort Score (CES), and some others can help you identify how healthy your relations with clients are.

We are ready to research

Identify the customers perception of their experience with your brand, what they feel, and what they think to help you retain, get in-love, inspire, increace LTV.
01
NPS / CSAT / CES Assessment
We help define, measure and build in-house assessment process for key customer experience & loyalty KPI
02
Hidden buyer service
Define how you field force meet service sandarts in point of sales, how customets fill like when purchse goods from your company
03
Customer experience audit
360 degree service that give you a holistic view on customer experience in digital and physical touchpoints

What requests can be resolved by loyalty research?

  • How to increase customer loyalty?
  • How to decrease customer churn?
  • What actual customer experience is?
  • What customers values the most in our service?
  • Could we increase price without losing in sales
  • How to increase customers LTV?
We are ready to discuss your project
Schedule a call or write an email at bizdev@craftinnovations.global

Capabilities

  • NPS / CES / CSI / CHS assessment
  • Global coverage, multi-lingual
  • Fast results delivery (up to 7 days)
  • Omnichannel-experience assessment expertise

Methods

  • Digital screening
  • In-depth interviews
  • Usabiliti 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

Kick-off meeting where we set up KPI’s, synchronize expectations, participants from both sides, timeline.
All parties have a clear vision of project execution.

Time to deliver: On-demand
03 — Strategy design

Questioneries, customer segments, distribution plan.

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

Data gathering

Time to deliver: On-demand
05 — Results evaluation

Collect data 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. You can make a decision.

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 technical capabilities to design multi-lingual questionaries and adopted them to country-specific T&C. As well our research team 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 to 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 with you, we make estimations, descriptions of works for each stage and send you a budget. It's better than guessing :)
Do you provide recommendations for improvements based on research?
Yes, and not only. We can also design and test changes in interfaces, service models, business processes to enhance target parameters.

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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