Customer Experience happens in the present, customer surveys are done in the future and relate to the past….
Problem
- Customers forget key Experience elements on their way home to do the survey
- Key parts of the customer experience gets embellished
- The real picture is never recorded only a glimpse
Solution
People complain using on-line platforms so why not research using the same tools?
- Real Time research can and does supplement other customer research methodologies and adds another crucial layer to the mix
- Mystery Shopping on it’s own does not dig deep enough to uncover key customer drivers and is unreliable
- Feedback via our TweetBack Research platform
- Interact with customers as they are in the unit, change the question, interrogate the situation, follow emerging threads..
- Shorter, focused research that can add real value, it’s like being there your self…
Please contact us for more information on how we can carry out this approach to research
