Customer Experience (CX) Research

customer experience (CX) in Albany with Drive Research

Working with Our Albany CX Company

What is CX?

Customer experience (CX) market research implies an entire buyer’s journey, not just a single transaction. It involves evaluating each individual touchpoint experienced by a customer when conducting business with an organization. To achieve this holistic perspective, CX research typically involves several different surveys and trackers.

What are the benefits of CX?

The main advantage of CX market research is its focus on a customer’s journey as a whole. It showcases a step-by-step approach from a customer’s source of awareness to purchasing a product or service. A company with an effective customer experience program is able to see how it is conducting business from the eyes of their customers. By analyzing each major touchpoint, CX research identifies what aspect of a business is doing well and what areas they can improve upon.

What is the process for CX?

The customer experience process with our CX company near Albany is an easy one. First, Drive Research will schedule a kickoff meeting or call. This gives our teams time to discuss the project’s workplan, objectives, and prioritization of key customer touchpoints. Then, our Albany customer experience company is off! This process includes:

  • Survey design, programming, and testing
  • Survey fieldwork
  • Analysis and reporting

What do the deliverables look like for CX?

Our Albany CX company partners with your team for a streamlined evaluation of your customer’s buying journey with the implementation of a variety of market research studies. In most of our Albany CX firm programs, the type of studies include employee engagement surveys, customer loyalty surveys, and other types of transactional surveys. Aside from designing and overseeing fieldwork, an impactful deliverable of Drive Research’s CX studies is our in-the-moment reporting portal. This gives our clients in Albany and surrounding regions access to up-to-date survey responses and results to react to any critical issue as soon as possible.

How much does a CX program cost?

The cost of a CX program with our customer experience company near Albany can be provided once we understand more of your project objectives and specifications. There are various factors that impact the price of CX research. This includes the size of your company, the number of responses required, type of market research studies conducted, and so on. Drive Research is happy to work with your team to identify what is the best fit for your organization and offer a more detailed price point.

Interested in learning more about our Albany CX market research company services? Need a quote or proposal from our CX firm? Contact us today.

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