knowledge base
Our experts speak
20 years of experience provides a lot of knowledge and we are happy to share it! Read our blogs or download relevant e-books.
Survey with 3 questions surveys
Optimize customer experience without overwhelming them with surveys.
Automatic open-ended analysis
Immediate insights into the core of what people truly think and desire.
Push reports and alerts
Never miss crucial feedback and act promptly to enhance your service.
Customer Experience (CX) Research
How effective is your current CX research?
How effective is your current Customer Experience (CX) Research? We believe in an ongoing approach that aligns with the dynamics of today's market. We provide insights that cover the entire customer journey, allowing you to identify and address improvement areas immediately. This contributes to increased customer loyalty, a better customer experience, and a significant positive impact on your organization. With short questionnaires, clear insights, and accessible reports. Good for your employees and your customers.
- Continual, adaptive research for every phase of the customer journey
- The story of your customer takes center stage
- Focused on improving the overall customer experience
- Concrete action points that lead to measurable results.
Reading tip: Scroll further & Be further inspired by the insights of our experts on Customer Experience Management.
Or download the whitepaper Whitepaper: 10 Benefits of Customer Experience Management.
Selection from our customers
Trusted by many companies
advantages
The most important advantages of the CYS approach at a glance
At CYS we don't believe in just delivering software. Our approach has 20 years of experience and has incorporated special features and unique selling points into the software and services.
Driver analysis & priorities with just 3 questions
With just three questions we unlock the core of your organization's customer experience. Our unique methodology is simple: a scoring question, an open answer and a cause question. Thanks to our in-depth analysis of the open answers, we present each manager, department and process with a crystal-clear top 3 priorities. And all supported with real customer stories. After these core questions we have the opportunity to go further in depth so that we can explore specific and personal experiences.
Surveys with a multichannel approach and personal research
Take advantage of our extensive surveys, including various question types and advanced logic, to conduct in-depth and accurate research. Customers receive relevant and targeted questions, exactly where and when you want them: via email, SMS, in apps, on websites , and even in web environments. No digital touchpoints? No problem. We also leverage QR codes and NFC chips for a smooth experience.
Immediate action on complaints and compliments
During the inquiry process we immediately spot opportunities and risks. Low scores? We address these immediately and resolve complaints. Enthusiastic customers? We immediately offer them the opportunity to leave a glowing review on an online review platform of your choice.
Automated push reports next to dashboards
Reports and dashboards, perfectly tailored to every need. Depending on the target group, we choose the ideal platform to share results. Whether you prefer mobile app dashboards, web dashboards with advanced analysis functions, or sleek PowerPoint and PDF reports, we have it covered. Our push reports are a real game changer: managers and employees receive priorities, insights and action points immediately and personalized - weekly, monthly or quarterly.
unique approach that always works
Proven methods
Our unique 3-question methodology with driver analysis on open answers works for all KPIs and methods. The approach guarantees deep insights and effective strategies for improvement.
Net Promoter Score
We ask: "To what extent would you recommend our company?" This method is particularly popular with commercial organizations and is suitable for many touchpoints, as it provides insight into customer loyalty and overall satisfaction.
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Customer Effort Score
The central question is: "How much effort did you personally have to make to have your question resolved?" This score is often used at service desks and ordering processes. It offers a unique perspective because it measures the usability of a service or product. A high CES means that customers experienced less difficulty, which often leads to higher satisfaction.
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Customer Satisfaction Score
We ask the question: "How satisfied are you with the service?" This method is particularly suitable for non-commercial organizations or organizations where there is no free choice. With CSAT we measure the direct satisfaction of customers with a specific service, product or experience.
Want to know more about our approach?
Automatic analysis of open answers
With our unique method you only have to ask three questions to know exactly how you can improve the customer or employee experience. With automatic driver analyses, every colleague knows what is going well and what could be improved. Real stories say so much more than numbers. Help your organization with the insights behind the figures.
Automated reports in Powerpoint and PDF
Fully automated reports in PowerPoint and PDF. Share this by email or SMS. Share relevant reports with all your colleagues or customers. For example, send 100 managers a tailor-made report every week or month for their own department, location or customer group. Fully automated, without logging in.
Data-driven actionable insights
Dive deep into the world of customer feedback with our advanced Customer Experience Dashboards. They provide a detailed, visual overview of customer satisfaction and interactions, so you know exactly where you excel and where improvement can be made. With real-time data and intuitive designs, these dashboards are your key to understanding and improving the customer journey.
With personalized questionnaires, dashboards and trigger emails, ZLM Insurance continuously collects feedback that allows it to optimize its services at every stage of the customer journey. Stakeholders have real-time insight into the feedback through personalized dashboards based on their role in the organization.
ZLM anticipates customer feedback
CX Research types
Various methods for Customer Experience research
Discover the different approaches to Customer Experience research and the unique insights they provide to understand and improve customer satisfaction.
Touchpoint measurements
Measure satisfaction at specific points of interaction between the customer and your business, such as purchases, customer service calls, or website visits. These measurements highlight the crucial moments in the customer journey and reveal direct feedback about individual experiences.
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Customer journey measurements
Follow the entire customer journey through all interactions and touchpoints to understand how they experience your product or service from start to finish. By analyzing the entire customer journey you identify bottlenecks and opportunities for improvement at a strategic level.
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Transactional measurements
Measure satisfaction immediately after a specific transaction or interaction to collect immediate feedback about a specific experience. These measurements provide direct insight into customer satisfaction at crucial moments and enable you to take immediate action on negative feedback.
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Relational research
Examine the overall relationship between the customer and your company to understand long-term satisfaction and loyalty. By measuring the overall perception of your brand and building relationships, you can develop strategies to strengthen customer loyalty.
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Business to Business research
Measure the experiences and satisfaction of business customers to better understand how to meet their needs and strengthen relationships. By focusing specifically on the unique challenges and requirements of business customers, you can develop strategies to increase their satisfaction and build long-lasting relationships.
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Business to Consumer research
Research consumer experiences and satisfaction to gain insight into their expectations and needs. By understanding what motivates consumers and how they experience your products or services, you can develop targeted marketing strategies and increase their customer satisfaction.
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Evaluation of services
Measure the satisfaction and performance of your services to identify any pain points and make improvements. By focusing specifically on the quality and effectiveness of your services, you can develop strategies to increase customer satisfaction and improve operational efficiency.
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Evaluation products
Measure the satisfaction and performance of your products to understand their functionality, quality and usability. By specifically focusing on users' experiences with your products, you can develop product development strategies to improve product quality and meet customer needs
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datagarden
Not a long and difficult project for your IT department!
IT departments are often under pressure and time is scarce. Requests regarding data management, especially related to Customer Experience, can therefore become snowed under. But that's where CYS comes into play. We are the only one in the CX software world to have developed a complete 'data garden'. This makes combining, managing and editing data child's play. Simply give us a raw export from any source, without frills, and we'll take care of the rest!
- Very limited investment from your own IT department
- Numerous options for data transfer
- Easy to use data rules and operations. Real time and automated.
contact without obligation
What can we help you with?
- No-obligation consultation
- CX Inspiration Session
- Demo CYS solution