Customer Surveys

Quality-assured customer surveys for better decisions

We offer a wide range of customer surveys, from standardised measurements to more advanced, tailored solutions. Using the latest technology and combining qualitative and quantitative methods, we deliver insights that are both in-depth and quality-assured.

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What we do

Examples of what we help with

In addition to key metrics such as customer satisfaction (CSI) and NPS, we explore your customers’ needs from a broader perspective. We turn your customers’ opinions into concrete insights that move your business forward.

Customer contact

  • Telephone interviews
  • Personal interviews
  • Online surveys
  • Focus groups

Research areas

  • Customer satisfaction and loyalty
  • The customer journey
  • Development over time
  • Service and product development

Key metrics

  • Customer Satisfaction Index (CSI)
  • Net Promoter Score (NPS)
  • Customer Effort Score (CES)
  • Customer Satisfaction Score (CSAT)

Broad reach

  • Online and on-site
  • Different languages and geographies
  • All target groups
  • The latest technology

Analysis

  • Quantitative and qualitative analysis
  • Comparison with previous surveys
  • Key driver analysis
  • Analysis of open-ended answers

Clear delivery

  • Concrete insights and recommendations
  • Dashboard with key metrics
  • Presentation of results
  • Quality-controlled report
InterviewsSecondary dataFocus groupsSurveys

One supplier for your entire customer survey

Planning, data collection, analysis and reporting. We help you with all or parts of the process.

Contact us
  • Boliden
  • Skanska
  • Philips
  • Mölnlycke
  • Svea
  • Uppsala universitet
  • KTH
  • Corem
  • RISE
  • Stockholms universitet
  • Rapid
  • Visma Draftit
  • Mosca
  • Uppsala Innovation Centre

Questions

Common questions we work with

We work with all kinds of questions – from innovation and concept development to product development, user testing and communication strategy. Below are some common examples.

  • Innovation and concept development
  • Customer experience
  • Brand and positioning
  • Understanding the customer journey
  • Pricing and value proposition
  • Improving customer communication
  • Product development
  • Physical and digital user testing
  • Sensitive or complex topics

Delivery

Clear decision material

The results are compiled in a clear report with the most important insights, key metrics such as customer satisfaction and NPS, and concrete recommendations. The material can be used directly to support decisions, be followed up over time or become part of a broader marketing or business plan.

Why

Why customer surveys?

Increased customer loyalty

By understanding your customers’ needs and wishes, you can build stronger relationships and increase their loyalty over time.

Competitive advantage

Regular customer surveys are an effective way to stay one step ahead of your competitors in understanding how the market is changing.

Measure and optimise

By maintaining a structured, ongoing dialogue with your customers, you can easily identify areas for improvement and optimise your offering.

Packaged insight

In addition to collecting and compiling data, we also provide conclusions, insights and recommendations that are applied to each unique client.

Versatile data collection

Whether it's personal interviews, secondary data analysis or surveys – we collect data the way that suits every unique customer and have partnerships with a variety of high-end data providers.

Business development

Based on data and insights we can, combined with our competencies in business development, help to drive long-term growth.

Nova

Market Analysis

Reach the right target – from highly specialised segments to the broad mass. We offer market analysis and market research services for B2B and B2C markets, with a reach in over 80 different countries.

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Focus Groups

With our proven recruitment process, experienced project managers and moderators, we manage your project from start to finish.

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Business Development

Global and local business development within today’s ever-changing business landscape. We assist large and small companies with anything from consumer products to complex B2B eco-systems.

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FAQ

Frequently asked questions

Which metrics do you measure?

Among others, Customer Satisfaction Index (CSI), Net Promoter Score (NPS), Customer Effort Score (CES) and Customer Satisfaction Score (CSAT) – and we also explore customer needs from a broader perspective.

How do you collect the answers?

Through telephone interviews, personal interviews, online surveys and focus groups – online or on-site, in different languages and geographies.

Can you handle the entire survey?

Yes. We are a full-service provider and help you with planning, data collection, analysis and reporting – or with parts of the process.