Experts in customer experience research.
Why Customer Experience (CX) Research?
Customer Experience (CX) research is the process of gathering insights into how customers interact with a business, product, or service across different touchpoints. It identifies what customers value, what frustrates them, and how they perceive the overall experience. Let’s help you unlock the insights that turn customers into advocates. Through tailored customer experience research, we help you deeply understand your customers’ needs, eliminate pain points, and create experiences that drive loyalty, satisfaction, and sustainable growth.
Why it is important?
Understand Customer Needs: It helps uncover what your customers truly want and expect.
Drive Loyalty and Retention: By improving experiences, you can increase customer satisfaction and build loyalty.
Optimize Business Performance: Better experiences lead to higher sales, positive word-of-mouth, and competitive advantage.
Reduce Churn: Identifying pain points allows you to address issues before customers leave.
What you will gain?
Actionable Insights: A clear understanding of what’s working and what needs improvement.
Customer-Centric Strategies: Tailored solutions that align with your customers’ needs.
Measurable Impact: Data-driven recommendations to track progress and ROI.
We focus on providing not just data, but practical strategies to enhance your customers’ experiences and meet your business objectives. Our expertise ensures you’re always one step ahead of customer expectations.
Our approach
While several metrics can gauge customer experience, building strong, long-term customer relationships is best achieved by measuring and tracking key indicators such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES). A company‘s NPS, CSAT and CES assists in developing an informed Customer Experience Management program and tracking the performance of such programs.
Net Promoters Score (NPS)
NPS measures customer loyalty and the likelihood that customers will recommend your product, service, or brand to others. It is a widely used metric for gauging customer sentiment and predicting growth potential. NPS is generated from the customer’s rating on the following question:
‘How likely are you to recommend Brand to a friend, colleague or family member?’
Customer Satisfaction Score (CSAT)
CSAT measures how satisfied customers are with a company's products, services, or specific interactions. It measures how the brand falls short, meets or exceeds the needs and expectations of its customers. CSAT is generated from the customer’s rating on the following question:
‘Thinking about everything you have experienced with Brand, how would you rate them overall?’
Customer Effort Score (CES)
CES measures how much effort a customer must exert to complete a specific interaction with your business, such as resolving an issue, making a purchase, or obtaining support. CES is generated from the customer’s rating on the following question:
‘To what extent do you agree/disagree with the following statement
Brand makes it easy for me to transact?‘
“The project was conducted in a timely and professional manner and the agreed-upon scope was achieved. Versa Research provided us with a very relevant solution which generated actionable insights for our venture. I strongly recommend the services of Versa Research Limited and I am looking forward to partnering with Versa Research on future projects.”
— OBI E., COMMERCIALIZATION AND MARKET SOLUTIONS