Bring the Voice of Your Customer to Your Decisions
Research that measures every touchpoint of the customer experience and uncovers the real reasons behind loyalty.
Overview
Every interaction your customer has with your brand — a call to the contact center, a store visit, an online order, a complaint process — sets the line between loyalty and churn. A single bad experience can end a relationship built over years; a single excellent one can turn an ordinary customer into a brand advocate.
Arvensus's Experience-Focused Research measures every step of your customer's journey, reveals what they feel at each point, and clearly shows the moments that demand intervention.
Our services
The sub-research areas we offer within this solution.
- 01
Customer Satisfaction (CSAT) Research
Measures customer satisfaction with a specific service, product, or interaction; prioritizes areas for improvement.
- 02
Net Promoter Score (NPS) Systems and Closed-Loop Management
We set up NPS — the gold standard of loyalty — not as a single score but as an actionable management system. Delivered together with detractor follow-up, root-cause analysis, and a continuous improvement loop.
- 03
Customer Effort Score (CES) Measurement
Measures the question "How easy was it to get this done?" Surfaces the effort, friction, and sticking points your customer experiences when doing business with your brand.
- 04
Customer Journey Mapping
Visualizes touchpoints, the emotional curve, and moments of opportunity across the full journey — from awareness to purchase, from usage to advocacy.
- 05
Touchpoint Analyses
Evaluates each touchpoint of the journey individually; clarifies which ones create value and which are points of leakage.
- 06
Mystery Shopping Studies
Through trained mystery shoppers, we measure the actual service quality at branches, stores, contact centers, and digital channels against your standards.
- 07
Branch / Store Experience Research
Analyzes the customer experience at physical touchpoints in depth; evaluates location, atmosphere, employee behavior, and process flow.
- 08
Dealer and Distributor Satisfaction Research
Measures satisfaction in your B2B channel; reveals dealer/distributor loyalty to the brand and any operational friction.
- 09
Contact Center Experience Measurement
Evaluates agent performance, resolution time, customer satisfaction, and process quality at the contact center.
Our approach
A clear, proven 4-step flow we follow on every project.
- 01
Brief & Goal
We jointly clarify the need, the decision question, and success criteria.
- 02
Research design
We engineer the right methodology, sample, and instruments for the question.
- 03
Field & data collection
We collect data to standard with a field force across all 81 provinces.
- 04
Analysis & reporting
We translate data into insight and insight into actionable recommendations.
Deliverables
What we ship at the end of every project.
- Executive summary + detailed findings report (Turkish / English)
- Decision-ready presentation (PowerPoint / Keynote)
- Interactive dashboard and tracking panel (on request)
- Anonymized data set and methodology note
- Findings sharing and action prioritization workshop
What questions does this research answer?
- Q1.Why do our customers recommend us — or not?
- Q2.At which step of the journey are we losing customers?
- Q3.Which touchpoint produces the highest satisfaction?
- Q4.What are the real drivers of loyalty?
- Q5.Are our branch/store/contact-center standards actually applied in the field?
Methodologies used
NPS systems, transactional and relational surveys, customer-journey in-depth interviews, mystery shopping, digital experience measurement, and social listening.