Customer Experience
ICI Customer Experience research determines how well a company meets and/or exceeds customer expectations and how the purchase experience influences customer sentiment and brand strength. Customer Experience Tracking is conducted at three levels:
Transaction/Interaction Level – The customer’s perception of the client’s performance at during a transaction or interaction (e.g., satisfaction with my experience during the last purchase or interaction experience).
Product Level – The customer’s perception of product/service performance relative their expectations (e.g., satisfaction with my experience using the product)
Company Level – The customer’s overall affinity for a client’s company (e.g., likelihood I will consider, purchase and/or recommend products from this company in the future)
Customer Experience Tracking also includes monitoring and tracking ad and website exposure, awareness, recall, and engagement patterns. Research reporting is updated on a weekly basis in a context of pre–defined performance objectives with corresponding “alert” protocol associated with significant deviations from historical patterns.