Customer experience diagnostics

Our customer experience diagnostics gives you an in-depth and comprehensive overview and analysis of the customer experience you are delivering. Customer experience diagnostics provide a solid and insightful basis for decision-making by taking a deep dive into the customer experience, thereby identifying problems and opportunities.

We combine a variety of different research methods and sources of data to compile an analysis aimed at identifying what it is your customers perceive as positive and negative about you at each stage on their customer journey.

This deep dive in the customer experience creates more in-depth insights than an ordinary customer survey is able to produce.

Combining different sources of data

Our customer experience diagnostic combines multiple qualitative research (such as in-depth interviews focus groups and/or observations) with information from quantitative customer surveys (either your existing customer research  or research which we conduct). Hard facts that are available in your CRM system, such as customer complaints etc., are other examples of sources that we can include in our analysis..

Our consultants can also map out your customer journey or conduct run-throughs of various different scenarios that have been identified as critical stages in the customer journey. Which methods and sources of data we include in our analysis depends on your level of ambition and what we consider to be appropriate for your specific case.

Analysis and reports that inspire

The results of our customer experience diagnostics are reported in a comprehensive written report with visual models, tables, easy-to-read diagrams, customer quotes etc. We summarise and analyse the results of all the material we have reviewed, and present conclusions and give you recommendations on actions based on our analysis

We recommend a customer experience diagnostics check that covers all channels where you encounter your customers in order to make sure that you are delivering a good customer experience across all channels. We can also undertake smaller analyses where we concentrate on one or two individual channels (e.g. website or customer service) and/or just some of your customer touchpoints (e.g. purchase, service, support etc.).

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Our clients says



Customer survey for KRAV
The reports Next has produced have been informative and well-structured. All of this has given us a really crucial foundation when it comes to business planning.

Customer survey for the Swedish Sports Confederation
We gave Next the task of using a questionnaire-based survey to run a health check-up on our sports product (IdrottOnline). The help we received from Next in terms of formulating questions, collecting data and above all conducting analysis was outstanding.

Internal survey for Mekonomen
We are really happy with how Next handled this survey for us. Next really listened to what we wanted when it came to questions, designing the web survey, data collection and reporting, and the entire survey process was really smooth. Thanks to the results from the survey, we have been able to make some really crucial decisions.

Market research for KTH innovation
We loved working with Next and are very happy with the results. We had a good dialogue regarding the content and layout of our market research study, and felt like we had a good overview throughout the process.

Awareness study for ÅJ Distribution
I am very happy with how the study was conducted. It all felt very professional and it was a very easy process! The study, including the analyses and recommendations from Next, gave us a really good foundation for the next steps in our DR work which was conducted with the same target group.

Employee survey for BBGRUPPEN
The collaboration ran like clockwork with short, concise and effective coordination meetings. Reporting was detailed and we received clear reports with analyses that showed us which areas we should be focusing on in our improvements. We even received good, concrete recommendations for action.

 

 

Need a customer experience diagnostics? Contact us today!

 

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