Experience Echo

Customer Experience & Value monitoring

In a digital-first world customer satisfaction is no longer enough. Expectations have shifted, great experiences and creating more value for customers are a must for growth.

The most inspirational brands of today actively seek out and fill experience gaps to generate better outcomes and create more value for their customers. This is how they win customer loyalty. It is how they generate more referrals. It is how they grow.

Regular fresh insight into customer experience and needs is the fuel needed to create positive outcomes for customers and brands. That’s where we can help.

Discover
Monitor
Improve
Grow.

Fueling growth for digital-first brands

Ensuring great Customer Experience requires more insight than transactional KPI scores alone can provide. The best experiences are inspired by research that surfaces opportunities to deliver better outcomes for customers.

Experience Echo from Waveform is a customer survey and insight service that monitors and more importantly, grows customer value and the quality of the experience delivered by products and services.

Focused on the overall relationship between customer and brand it:

  • Pinpoints and helps plug the gaps between desired outcomes and the current offer.

  • Identifies and tracks the metrics that drive customer choice (and brand growth).

  • Shows what to change and where to invest to maximise value.

  • Brings brands closer to their customers and how to fulfil their desired outcomes.

Experience Echo will help you…

Discover

Drivers of customer value

Identify which specific elements of the customer’s experience with your products or services are driving value and impact engagement, referrals and loyalty.

Gaps vs. the competition

Find the CX leaders within your market and identify relative strengths, weaknesses, and opportunities for experience-led growth.

Monitor

CX Performance Indicators

Track the CX key performance indicators that matter to your product & service: NPS to CSAT, Product-Market-Fit to Customer Effort. Plus add your legacy KPI metrics.

Market performance drivers

From value for money to speed of delivery, identify and track the experience metrics that matter most to customers in your specific market.

Improve

Remove pain & friction

Understand where users feel the experience falls short of expectations and what are their desired changes.

Gaps vs. expectations

Identify the parts of the product and service experience, where you are serving or underserving vs. customer expectations.

Our approach

Blending creative CX frameworks, insight consultancy and smart technology to create research programmes aligned to the unique needs of your brand and customer base.

Custom designed

One size does not fit all in CX research. We collaborate and shape research programmes around your unique service, market, customer base and brand situation.

Full-service, not self-service

No bloated DIY tech solutions, where you are left to do all the hard work. Our team of insight experts lead the project design, management, analysis and delivery of insights.

Value for money

Our combination of proven frameworks, technology and a remote-research approach allows insight budgets to go further without sacrificing value.

Influence & empathy

Our outputs blend great data visualisation, directional insights and empathy-building outputs to place customers at the centre of important CX decisions.

Relationship led growth

We take a holistic picture of the overall experience, value and quality perceptions of your brand. The big factors that influence engagement, referrals and loyalty.

Actionable performance dashboards, empathy-building insights and strategic direction. Waveform’s Experience Echo tracking programmes will not just tell you how you’re doing, we’ll also show you what levers to pull to increase engagement, loyalty and referrals.

Answers. Insight. Direction. Empathy

KPI Dashboards

Your CX surveys scores, clearly presented in a simple and engaging dashboard report in either Office 365 or online interactive format.

Insight reports

A detailed report that identifies the driving factors behind performance scores, customer value gaps (vs. outcomes and competition) and CX opportunities.

Insight consultancy

Our insight consultants are on-hand to share insights with you and your team via online debriefs or face-to-face in the UK.

Customer empathy

Case studies, feedback and video bring your customers - their needs, problems and desired solutions - to life.

Satisfaction (CSAT)

Referrals (NPS & Active)

Effort Score (CES)

Product Market-Fit (PMF)

Customer value gaps

Switching intention

Service quality

Pains & friction

KPI Drivers / Kano Model

Reports that go beyond simplistic KPI scores to highlight opportunities and bring customers experiences and desired outcomes to life.

Completing surveys is rarely fun but sharing feedback should still be easy, relevant and quick for the participant. Much like any good user experience.

Our surveys are quick and easy to complete whatever the device and all matched to your brand’s tone of voice and design.

Trusted data is at the heart of everything we do. All data collection is designed and quality checked to ensure it is representative, inclusive and unbiased.

Our surveys are GDPR compliant and administered by our ISO27001 certified survey fieldwork partner.

Surveys that are simple & engaging

‘Experience Echo’ modules: Summary & Pricing

We offer three core modules for assessing and improving Customer Experience, which can be delivered separately or as part of a regular tracking programme.

Full-service

All of our projects are inclusive of custom project design, project management, analysis, reporting and consultancy.

Adaptable & custom solution

We adapt our modules so they reflect the distinct needs of your market and your brand.

Experience Echo: Benchmark

A foundational survey to audit your performance against your competitors and identify the CX metrics that are most likely to drive customer value for product and service in your market

  • Method: Customer survey via email invitation & Market survey via consumer panel

  • Core metrics: Customer satisfaction (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), Product-Market-Fit (PMF)

  • Content: Up to 30 questions incl. core KPIs, switching intention, pains, service quality scores, value gaps and two open-text questions

  • No. of participants: Up to 1,000 customers + 1,000 target market

  • Frequency: 1 or 2 survey waves per year

  • Outputs: Insight report, Excel data dashboard and tables, Key drivers, Kano & text analytics, Video conference debrief

FROM £14,000 PER WAVE

Experience Echo: Monitor

A series of surveys to track your performance and value delivered to customers, identify pain-points and discover opportunities for improving experience and value

  • Method: Customer survey via email invitation

  • Core metrics: Customer satisfaction (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), Product-Market-Fit (PMF)

  • Content: Up to 20 questions incl. core KPIs, switching intention, pains, service quality scores, value gaps and two open-text questions

  • No. of participants: Up to 1,000 customers

  • Frequency: 1, 2 or 4 survey waves per year

  • Outputs: Insight report, Excel data dashboard and tables, Text analytics, Video conference debrief + optional extras

FROM £9,000 PER WAVE

Experience Echo: Monitor Lite

Optional short surveys to fill the gaps, providing high-level data on key performance indicators, sentiment and customer pains

  • Method: Customer survey via email invitation

  • Core metrics: Customer satisfaction (CSAT), Customer Effort Score (CES), Net Promoter Score (NPS), Product-Market-Fit (PMF)

  • Content: Up to 10 questions incl. core KPIs and one open-text question

  • No. of participants: Up to 1,000 customers

  • Frequency: Optional, to create continuous monthly tracker

  • Outputs: Excel data dashboard and tables, Text analytics

FROM £5,000 PER WAVE

Flexible tracking programmes

These modules can be combined to create a programme that’s right for your needs. Some typical examples of how might this look are shown here:

  • Benchmark survey: Quarter 1

    Monitor survey: Quarter 3

    Total cost: from £25,000+VAT

  • Benchmark survey: Quarter 1

    Monitor surveys: Quarters 2 / 3 / 4

    TOTAL COST: From £41,000+VAT

  • Benchmark survey: Month 1

    Monitor surveys: Months 4 / 7 / 10

    Monitor Lite surveys: Months 2 / 3 / 5 / 6 / 8 / 9 / 11 / 12

    TOTAL COST: From £81,000+VAT

Optional extras & related services

If you need something extra for your CX research, we’ve got you covered. Whether it’s extra survey waves, more participants, interactive dashboards or qualitative deep-dives we can design a project for your needs.

Want to find out more? Get in touch today

Tell us a little about you and your needs or share your project brief. We’d love to hear from you.