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Business Experience Research

Customer

Experience

Customer Voice Interviews

CX Online Surveys

Employee View of CX

Increase your customer loyalty 

Did you know that businesses typically lose 10-25 percent of their customer base
each year? For those in highly competitive markets, even minor differences in products, services, and pricing can mean the difference between customers staying or leaving. Our CX Benchmarking Program allow companies to track key performance metrics over time and use the insights to keep customers happy and loyal.

HOW WE HELP YOU ACCOMPLISH YOUR GOALS

  • Baseline & track key performance indicators

  • Leverage predictive metrics like Net Promoter Score

  • Identify key business strengths

  • Prioritize pressing challenges

  • Expose unresolved customer issues

  • See where you stand against competitors

  • Align your processes with customer needs

  • Deliver consistently on your core values

LISTEN

CUSTOMER VOICE INTERVIEWS

Through a series of one-on-one key client interviews, Cypress Research learns about customer needs by asking about their specific experiences with
your company. We invite them to share stories about what makes it easy, what
makes it hard, and what gets in the way of a great customer experience.

 

After we collect all of the information, we provide you with a condensed,
easy-to-read report that includes themes across various channels,
direct quotes, highlighting strengths and opportunities for improvement.

LOOK

CUSTOMER EXPERIENCE ONLINE SURVEYS

See what drives the customer relationship 

 Primarily quantitative in nature, Cypress Research’s CX Online Survey provides data
trending about your relationship with customers across multiple channels, enabling your company to measure movement of the dial on its performance with customers over time. 

CX Benchmarking Program Report

  • Predictors of customer loyalty and attrition

  • Customer experience with your
    company departments

  • Net Promoter Score

  • Company-level CX Performance Scorecard

  • Individual client CX Performance Scorecards

  • Recommended & prioritized actions to improve the customer experience

Periodic Customer Pulse Surveys

Short online Customer Pulse Surveys can be administered to your full customer base,

or to a subsample of customers. These periodic findings can then be compared your 
to full-scale CX online survey metrics. Pulse surveys can also be conducted to gather insights regarding specific company initiatives from a subgroup of relevant customers.

LEARN

EMPLOYEE VIEW OF THE CUSTOMER EXPERIENCE

Who knows your customer experience, brand, and market position better than your own employees? We will help you zero in on key ways to improve the customer experience directly from your associates on the front lines. This process helps ensure that your staff is working together as a team and is aligned with your brand's core values. 

Through our confidential CX benchmarking program, our clients are empowered to share those unedited moments of truth in their experiences with Bishop-McCann, which inspires a higher level of trust on both sides of the relationship. As a learning-based organization, we take insights provided by Cypress Research to our team members and generate change management initiatives to better align with
client expectations. We can’t imagine our business without Cypress Research.

Rob Adams, President & CEO, Bishop-McCann

AB Mauri’s CX program is a one of the pillars of our customer-centric organization.  Shining a spotlight on where, as a company, we are meeting customer expectations and exactly where we’re falling short makes AB Mauri a stronger partner for our clients. Strategic change initiatives are implemented from key CX insights, using them to fine tune our processes and products to better serve customers.
This partnership with Cypress Research gives us powerful business insights.

Rick Oleshak, Vice President Marketing, AB Mauri North America

Explore Our Research Services

Brand Experience

FUEL & MAINTAIN

YOUR BRAND

Learn More

Employee Experience

ENERGIZE YOUR TEAM

INSIDE & OUT

Learn More

Product Experience

PUT YOUR CONCEPTS

TO THE TEST

Learn More