Research methods
Customer experience, satisfaction and NPS research
Find out what customers really experience at every branch, store and touchpoint, and what makes them stay or leave.
Our customer experience toolkit
Customer satisfaction and NPS
Satisfaction scores and Net Promoter Score by branch, product and customer type.
Mystery audits
Trained mystery customers check service, hygiene, billing, waiting time and staff behaviour.
Exit and delivery surveys
Short interviews as customers leave, or after delivery or service.
Employee experience
Staff surveys that link internal culture to customer service.
What you receive
- Branch-wise and city-wise scores so weak locations are easy to spot.
- The reasons behind low scores, in customers’ own words.
- A short list of actions, ranked by impact.
- Repeat waves to show whether the fixes worked.
See our hospital mystery audits and retail mystery shopping, or read how mystery audits show the real customer experience.
Tell us what you need to know.
We will suggest the approach, timeline and cost, usually within one working day.