Customer Research and Experience
Understanding customers to strengthen their relationship with the business
At VALORE, we investigate how people choose, use, and evaluate products and services, and what influences their relationship with an organization. We combine analysis of their needs, behaviors, and experiences to identify acquisition opportunities, improve service, and strengthen retention.
Intelligence for your decisions
The customer relationship begins before the first purchase and is redefined with every interaction. Understanding it requires knowing what customers expect, what they encounter, and how that experience influences their next decisions. Our research identifies what encourages choice, where the relationship weakens, and which improvements can create greater value for the customer and the business.
Improve customer acquisition and conversion
Understand what prompts a search, how alternatives are compared, and which barriers prevent people from moving toward a purchase or agreement.
Prioritize improvements to the experience
Identify the moments, processes, and touchpoints that most influence customers’ evaluations, so resources can be focused on relevant improvements.
Strengthen loyalty and retention
Identify what sustains preference, which situations weaken the relationship, and which circumstances contribute to attrition.
Develop relationships with existing customers
Identify additional needs, barriers to use, and opportunities to deepen engagement through relevant products and services.
Guide service management
Evaluate service delivery and the resolution of requests to establish improvement priorities and track results.
Our research areas
Needs, usage, and behaviors
We investigate what people seek to resolve, how they use products and services, and which habits, motivations, and circumstances influence their behavior. This understanding reveals differences across audiences, helps adapt the offering, and identifies opportunities to increase its relevance and use.
Choice, acquisition, and engagement
We analyze the process that leads people to consider, choose, and purchase a product or service, as well as the conditions that encourage subsequent use. We identify preference drivers and conversion barriers to guide commercial initiatives and strengthen the early stages of the relationship.
Journey and touchpoints
We examine the experience across search, purchase, contracting, usage, and subsequent support. We reconstruct interactions across channels and processes to identify difficulties, unmet expectations, and moments that require priority attention.
Satisfaction, loyalty, and retention
We assess how customers evaluate their relationship with the organization and which factors are associated with recommendation, continuity, and attrition. We integrate these perspectives to understand differences across groups, establish priorities, and monitor how the relationship evolves.
Service quality and performance
We analyze the service received, fulfillment of commitments, effort required, and the ability to resolve requests and incidents. Results reveal gaps between the expected and actual experience and guide improvements in processes, channels, and service practices.
What does your organization receive?
Depending on the project’s objectives and scope, your organization will receive:
- An assessment of customer needs and experiences, to understand expectations, relationships with the organization, and influences on decisions.
- An identification of barriers and opportunities across choice, contracting, usage, and support.
- An analysis of differences across segments and channels, to identify where specific responses are needed.
- A journey map and its critical moments, when included in the scope, to visualize difficulties and improvement opportunities.
- Priorities and recommendations linked to acquisition, experience, service, and retention.
- An executive presentation and a working session to discuss the implications of the findings and next steps.
The VALORE approach
We start with the decisions your organization needs to make and the moments in the customer relationship that need to be understood. We review the information available and design the research around relevant audiences, channels, and experiences.
We connect what customers express with the context in which they choose and use products and services. When the project allows, we incorporate commercial and operational information to better interpret the findings.
This perspective helps assess which aspects require attention, whom they affect, and how they relate to business priorities. We work with your team to turn results into criteria for improvement and monitoring.
Frequently asked questions
Can we research people who are not yet customers?
Yes. We can include current customers, potential customers, and people who have stopped buying or using the service. Each group offers a different perspective on choice, access barriers, and reasons for staying or leaving.
Can the project use our existing measurements and information?
Yes. We review their relevance, currency, and level of detail to determine what they can contribute and which gaps require additional research. This can include satisfaction measurements, service records, and commercial and usage information.
Can a specific moment in the experience be studied?
Yes. The scope can focus on processes such as contracting, onboarding, handling requests, or resolving incidents. We can also analyze the full journey to understand how its stages connect.
How are improvement priorities defined?
We consider each aspect’s relevance to customers, the frequency and extent of difficulties, and their relationship to business objectives. These findings are reviewed with the organization to assess possible interventions and establish priorities.
What do we need to request a proposal?
The decision you want to inform, the audiences and channels you need to understand, the information available, and when you need the results. This provides the basis for defining the appropriate scope and research design.
Contact us
Let’s discuss your next project
Whether you want to understand your customers better, improve their experience, or strengthen retention, we can help you identify what influences the relationship and where to act.