Customer Experience Research

Understand how your customers react

Nearly 63% of consumer purchases are unplanned before entering a store.

Understanding customer experience is crucial to boosting performance and loyalty from profitable customers. SIS International Research has developed a proprietary 5-dimension model based on buyer psychology.

Our Customer Experience Research model examines multiple customer touchpoints such as in-store, online, kiosk, and others. It provides insights on how customers interact with companies at the purchasing level and provides strategic direction in addressing dissatisfaction. Furthermore, our Customer Experience Research model accounts for high degrees of complexity among customers. It provides flexibility in researching customers across different cultures and global markets.

Case Study

SIS conducted market research for a NYSE publicly-traded retailer in several US states to improve customers’ experience and research further market entry. Our research specialists used the SIS In-Store Customer Experience model to diagnose problems and recommend solutions for customer delight. Customers saw minimal problems with the store’s product offering and the value they perceived. But, the research showed consistent problems concerning service, location and perceptions about the store brand.

Beyond the data and clearly needed changes, they advised “outside the box” strategies aimed at reducing customer dissatisfaction and negative perceptions on the store brand. For example, one recommendation was to install mirrors at checkout. This recommendation was based on empirical research’s findings that customers tend be less dissatisfied at the check-out counter when glimpsing at themselves in the mirror. Later that year, the retail chain made news for its rising performance despite a severe economic downturn.

Our Points of Differentiation

• Robust market research methods to elicit hidden and unspoken beliefs
• Research specialists with expertise in buyer behavior and retail market research
• Global and US domestic coverage
• Exceptional project experience in developed countries and high-growth emerging markets

Thought Leadership

Our Past Experience