Our customer interviews are key to gaining insights into the voice of the customer
Customer interviews provide real information for businesses to use to improve the overall customer experience.
If the data works to paint a picture of the business’s general customer service performance, then the customer interviews provide context to that picture.
The immediacy of Customer Interviews allows you to explore responses from customers to elaborate on the ratings they have provided. For example, customers who came with an intention to purchase but didn't purchase can be questioned about their reasons for this. Verbatim comments make the numbers come to life and can provide information that the survey designers hadn't even thought of!
Why are customer interviews so crucial for gaining consumer insight?
Customer interviews are a common mechanism for gathering consumer insights. They are usually conducted face-to-face, to capture your customers' interaction with the brand and overall in-store experience.
While accumulating data and conducting other customer research is a highly effective tool for gaining a solid understanding of how consumers perceive your brand, a face-to-face interaction can provide the opportunity to uncover additional information.
Interviews can assist in understanding:
What your customers and non-customers are thinking as they interact with your stores
What your customers are likely to tell their friends
What your non-purchasers did not purchase and why
What could be done to make the experience better
Countless other valuable key insights
When considering your brand experience, it’s essential that you think of your customers as ongoing relationships, rather than a single transaction. Our customer interviews, research analytics, Net Promoter Score assessments, competitor benchmarking and other professional services help businesses to create a cohesive and enjoyable customer journey – from first impressions to the tenth transaction and beyond.
To discuss The Realise Group’s customer interview services, contact us today
At The Realise Group, we strive for excellence in every facet of our services, from client briefing and project coordination, to reporting of results and debriefing of future steps.
We have over 20 years’ experience helping Australian businesses understand their customers better, and improving the brand-customer relationship.
To enquire about how The Realise Group can help you strengthen the connection between your brand and your customers, please don’t hesitate to get in touch today.