CUSTOMER
EXPERIENCE
RESEARCH

Customer needs may change…

but the role of listening and learning from them will not

Where to focus strategically

Monitoring the elements of strong customer relationships helps you zero in on the foundations of future growth and deeper connections. 

Research Topics
  • Experiential (Satisfaction, Retention)
  • Aspirational (NPS, Advocacy, Loyalty)
  • Customer Emotions
  • Assessment of Key Journeys and Touchpoints

Outcomes

Uncovering North Star Metric performance and trend

Revealing areas of customer satisfaction or dissatisfaction

Understanding the relationship customers have with your brand

Pinpointing key drivers of satisfaction and/or loyalty

Ways to identify root causes

Evaluating the quality of customer connections helps you discover critical moments with the potential to strengthen those bonds.

Research Topics
  • Transactional or Journey Experiences
  • Win-Loss
  • Segmentation
  • Product Evaluation
  • Key Aspects of Employee Experience
  • Key Aspects of Brand Experience

Outcomes

Identifying specific pain points within and across channels

Connecting results with business intelligence to identify opportunities for improvement

Understanding where efforts should be focused to grow acquisition and retention

Uncovering potential to improve personalization efforts in key customer segments

Validating that new products and services meet important customer needs

How to stay relevant

Keeping close watch over developments within and outside your industry assures that swift action can be taken to safeguard customer relationships and maintain relevance.

Research Topics
  • Competitive Position
  • Impact of Digital on the Experience
  • Impact of Regulatory Requirements
  • Level and Relevance of Personalization
  • Satisfaction with Companies in Adjacent and Other Industries

Outcomes

Keeping pace with innovations in digital experiences and personalization

Identifying areas of improvement based on competitive position

Understanding the impact of experiences with adjacent and outside industries

Evaluating how legal/regulatory requirements effect satisfaction

Featured Customer Story

Tracking Progress to Build Stronger Relationships

One of our clients, a top U.S. banking institution, engaged with us to help enhance and manage their ongoing CX research program. They needed a way to share timely insights that would guide strategic initiatives across the customer journey.

Analysis that tells a story

To help you gain the most value from your CX research investment, we focus on understanding the four key elements of developing effective and engaging stories.

Uncovering genuine research insights is a collaborative process. It stems from a constant curiosity and the commitment to leave no stone unturned. To help your internal stakeholders make growth-orientated changes, research insights must do three things: educate, inspire, and motivate. With these storytelling elements in mind, we can help uncover the customer insights needed to fully meet your objectives.

It’s the difference between information and meaning.

FROM OUR CLIENT

“The DRG is our vendor of choice when it comes to our business’s survey requirements. Their ability to research and understand our business, and translate that into meaningful and insightful survey programs, has positively impacted our ability to drive decisions.”

~B2B Communications Client

You don’t have to go it alone

Our relationships go beyond consultation and project execution. We work with clients to help answer critical business questions and move forward with confidence.

  • Collaborating to fully understand your business challenges and customer experience priorities
  • Flexibility to meet your needs
  • Serving as an extension of your CX team

We make it our responsibility to focus on the details, so you can focus on what’s next.

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We’re Ready.

Let us know how we can help.

We’re Ready.

Let us know how we can help.