Customer Experience (CX)

customer experience (cx) in rochester, ny with Drive Research

Working with Our Rochester Customer Experience (CX) Company 

What is CX?

The main objective of customer experience (CX) market research is to identify a customer’s journey as a whole. This is done by evaluating each individual touchpoint completed by a customer. CX market research usually requires a number of surveys and monitoring tools to achieve a 360-view of buying patterns and behaviors.

What are the benefits of CX?

This type of market research allows a customer experience company near Rochester and their client to understand the impact each customer touchpoint has on their entire experience as a whole. This helps identify major areas of improvement in all aspects of an organization and allows an organization to react quickly to resolve the problem. In doing so, companies are able to prioritize major touchpoints that impact levels of satisfaction and loyalty, across a variety of channels. 

What is the process for CX?

The customer experience process with our CX firm near Rochester is an easy one. First, Drive Research will schedule a project kickoff meeting to discuss workplan, objectives, and prioritization of key customer touchpoints. Next, our Rochester customer experience company begins work with a certain survey. This process involves designing, programming, and testing. Once the testing of the survey checks out, it is time for fieldwork. After fieldwork is finished, our Rochester CX company will provide a full analysis and reporting of our findings. 

What do the deliverables look like for CX?

Our Rochester CX company helps your team evaluate the entire customer experience by creating several different surveys. In many of our Rochester CX firm programs, this includes researching main stakeholders through:

  • Transactional surveys
  • Customer loyalty surveys
  • Employee surveys

One of the main deliverables of a regular program with our CX company near Rochester is obtaining access to a real-time portal reporting on up-to-the-second survey responses. This allows your team to resolve issues as soon as they happen. 

How much does a CX program cost?

The cost of CX program with our customer experience firm near Rochester and surrounding regions, is estimated based on an organization’s specific project requirements. The size of your business and the type of methodologies used are only a few factors that impact the price of customer experience market research. Our team will work with your organization to evaluate what is necessary for the best outcome. 

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

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