Customer Experience

Norstat specialises in high-quality data collection for customer experience. Our quantitative and qualitative research methods ensure reliable data gathering about any desired topic or target group, allowing you to track customer behaviour and satisfaction.

Why conduct customer experience research

“Get closer than ever to your customers. So close that you tell them what they need well before they realise it themselves.”

Steve Jobs

Having an excellent customer experience is important to business success, and can improve customer loyalty, increase sales and boost brand reputation. For years we’ve conducted customer experience work for retailers, utilities, and the public sector, and have also dealt with sensitive topics such as personal banking. A variety of methodologies can be utilised, including online panels, telephone interviews (CATI), depth interviews, and focus groups.

Data to support CX research

Norstat’s data collection services can support research aimed at understanding and enhancing customer experience, such as:

• Customer satisfaction surveys
• Net Promoter Score (NPS) tracking
• User experience (UX) testing
• Customer journey mapping
• Voice of the Customer (VoC) programs

Using our online panel

The Norstat panel has over 4 million respondents across 19 European countries, making it easy to survey people in your target market. Using profiling and screener questions, we can reach people based on characteristics such as:

• Demographics: Age, gender, income, education, location
• Media consumption: Usage and time spent on various media
• Brand and product usage: Users vs. non-users
• Purchase intent: Likelihood to buy
• Behavioural segmentation: Lifestyle, interests, purchasing, attitudes, values

High-quality data

The accuracy, reliability, and relevance of data define its quality in market research. For us, a leading data collector for high-quality market research and insight in Europe, everything relies on the representativeness, truthfulness, and capacity of our panels. We apply screeners to match target demographics, consistent survey administration to avoid bias, and rigorous data validation processes to maintain integrity. Our clients back up our claims for panel quality, scoring us:

• 5.1/6 for panel quality
• 5.3/6 on the ability to deliver
• 5.3/6 on client satisfaction
• 49 net promoter score

 Read more about our extensive data quality practices here.

Data delivery tailored to CX requirements

Norstat supplies the data you require in a format of your choosing, ready for your crucial analysis and decision-making:

• Sample only: We send genuine, verified panellists to a survey hosted by you
• Raw data: Exported to Excel, CSV, or other formats
• Data tables: Custom Excel crosstabs made to your specifications
• Open verbatim: Provided in Excel and coded to your requirements
• Norstat Dashboards: Sophisticated data visualisation to highlight trends and themes; easily share with your team or export to PowerPoint

Contact Norstat today

Start using high-quality data to understand your market. Contact Norstat now.