Customer Insights &BEYOND

Insight into who your customers are

Measure to manage. A well-known adage to everyone who wants to actively improve sales in a concrete and measurable way. Insight into who your customers are, what they know about you and expect from you, the customer journey process and how they rate your product or service. These are examples of customer insights that &beyond identifies for you by using state-of-the-art research tools. &beyond’s research experts support you with the design and conducting of the appropriate customer satisfaction – and employee satisfaction survey, and brand awareness – and image research. &beyond is your research partner for both quantitative research, online or by phone, and qualitative research. We are ISO certified and use the latest data collection software and in-house developed dashboards.

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Klantinzicht als startpunt

Take determined action towards optimising sales by using relevant customer insights.

Net Promotor Score

NPS is as an important KPI when working towards an improved commercial result.

Customer journey

Insight into your customer experience, the peak – and end moments in your customers’ journey.

Moments of Truth

Define the moments of truth during the customer journey.

360 graden scan

Feedback through the eyes of customers, employees and management.

Gap analyse

How expectations of employees and management are different from the actual customer experience.

How does it work?

What does it mean?

Insight into who your customers are, what they know about you and expect from you, the customer journey process and how they rate your product or service. These are examples of customer insights that &beyond identifies for you by using state-of-the-art research tools. &beyond’s research experts support you with the design and conducting of the appropriate customer satisfaction – and employee satisfaction survey, and brand awareness – and image research. &beyond is your research partner for both quantitative research, online or by phone, and qualitative research. We are ISO certified and use the latest data collection software and in-house developed dashboards.

How does it work?

In consultation with your organisation we define the goal of the research and advise you on the most appropriate method of data collection and data reporting.
After a comprehensive intake session we develop a questionnaire and submit it for approval.
The questionnaire is programmed and tested through our data collection tools
Based on your customer database or panel files we invite the survey’s target group to participate in the research.
In case of no response the target group receives an email reminder with again the request to participate.
The survey data is analysed and will be presented in for example tabular form, through a dashboard or a PowerPoint presentation
We then plan a session to discuss the research’s most important findings and improvement areas.

What are the results?

Insight into your customers and their customer journey;
Insight into the gaps between your own expectations and the actual customer experience (360 degree scan);
Insight into strengths and weaknesses;
Insight into your stores’ performance (benchmark reports);
Insight into what extent your organisation is working towards improvement;
Insight into areas of awareness and image of your organisation and brand.

How much does it cost?

Cost depend on nature and scale of research
‘Basic’ online customer research available as from € 2,500.

Would you like to know more?

Contact our research experts here