X-perience. Whether customer experience or employee experience – our studies focus on the specific experience of each individual respondent. Because only those who understand how people actually perceive products and services can optimize effectively and create lasting customer satisfaction.
To find out how satisfied a company’s customers are with the products and services it offers, it is important not just to ask superficial questions, but to dive deep into the experience and listen carefully. Of course, simple satisfaction ratings can also be requested. Classic satisfaction measurements with ratings often provide good initial indications of the general mood among customers, but they do not reveal the decisive “why” behind the ratings.
A better approach would be to ask about satisfaction with a product, for example, but then immediately ask for a detailed explanation of the rating. Targeted follow-up questions can identify explicit strengths and weaknesses. In the next step, these can be used for customer-centric product optimization by introducing selected measures that counteract negative drivers and further reinforce positive drivers.
At TEMA-Q, the voice of the customer, which reflects the concrete experiences of the respondents, is always the focus of customer experience studies. We not only record whether customers are satisfied, but also why (or why not). Precise questioning, transcribed original statements, and systematic coding yield meaningful insights. At every step of the analysis, care is taken to minimize information loss, and even at the end, every key figure can be traced back to the original customer statement.
Whether at a higher strategic level or when looking at a specific individual case, X-perience forms the core of every reliable result and is never neglected. The purchase of a product or the use of a service should always be viewed as a holistic experience. From the initial contact with the company, through the entire purchasing process, to the subsequent use of the product in everyday life: all these phases have an impact on overall satisfaction, and this is exactly where we start to work with you to design targeted improvements.
Take a look at our LinkedIn profile at https://www.linkedin.com/company/tema-q/ to gain exciting insights into the world of customer and employee experience in the future.
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