Customer Experience

Customer experience is shaped by every interaction a customer has with an organisation, from first enquiry through to purchase, support, fulfilment and repeat visits. Measuring customer experience well means looking beyond a single score and understanding what customers encounter, how they feel, and where service can be improved.

Here you will find useful information on customer experience measurement, mystery shopping, Voice of Customer, customer satisfaction, NPS, customer effort and service delivery. It is designed to help organisations choose the right mix of tools, interpret customer insight, and turn findings into practical improvements.

Whether you are building a customer experience programme from scratch or refining an existing measurement framework, these articles will help you understand the strengths and limitations of different approaches and identify where to focus for meaningful change.

Related Customer Experience Services

Customer Experience Measurement

Customer Experience Measurement is a catch all term that covers a wide range of tools that capture customer-centric data relevant to an organisation and/or industry. The insight gleaned from this data allows organisations to interpret and analyse how customers perceive and interact with their products, services, and brand.

Customer Experience Measurement Services

Mystery Shopping

Explore diverse types of mystery shopping with a leading mystery shopping provider. ABa offers tailored solutions for retail, finance, and more.

Mystery Shopping Services

Voice of Customer

In the same way as our Mystery Shopping programmes, we work in partnership with our clients to design, implement and manage a bespoke Voice of Customer programme that is best suited to their individual business. We use a range of customer metrics, such as Net Promoter Score (NPS), Customer Satisfaction (C-Sat) and Customer Effort (CES).

Voice of Customer Services

Customer Satisfaction Surveys

As part of our complete CX measurement toolkit, we design, build, and manage a range of different customer satisfaction & employee satisfaction surveys, either as stand-alone projects or as an enhancement to an existing Mystery Shopping programme.

Customer Satisfaction Surveys Services

Structured Customer Reviews

We developed our unique Structured Customer Review programme (SCR) to address the need to assess more challenging service situations where Mystery Shoppers cannot be used at all, or where they cannot be deployed in desired volumes.

Structured Customer Reviews Services

Customer Experience Dashboards

Our CX dashboards provide a one stop shop for information and trends on all customer measures within each client’s business, helping our clients put the customer at the heart of everything they do. The dashboard can display a wide range of different data streams, and we work with our clients to understand who needs to see what, and how best to show the information for ease of use, understanding and engagement.

Customer Experience Dashboards Services

Colleague Training

Most frequently, we offer this as a complementary service to an existing CX measurement programme, where we have identified a need for additional frontline engagement and support. The training itself takes many different forms, and just as we do for each programme, we devise a structure that best suits each organisation and need.

Colleague Training Services
View all services

Featured Customer Experience Articles

Latest Customer Experience Articles