Depending on the initial recruiting of participants, you will receive the first results after approx. 3 months. We provide the Customer Stories through an online platform, which you can access exclusively via a secure link. We ensure that the interviews are evenly distributed throughout the year, but we sometimes conduct them in blocks. Every 3 months, we upload the Customer Stories from that period to the platform. Along with the Customer Stories, we also provide a detailed analysis of the collected customer feedback from the past 3 months to derive actionable insights.

Our cooperation is designed to be an ongoing process with no defined end point. This continuous engagement is crucial because it allows us to track changes in customer sentiment, preferences, and experiences over time. As we gather more data, the insights become increasingly valuable, revealing trends and patterns that might not be apparent in a shorter timeframe. However, the collaboration can be cancelled monthly or yearly, based on the individual agreement.

Fifty-two interviews per year strikes the right balance between depth and frequency. This number ensures we gather enough data to identify meaningful patterns and trends without overwhelming your team with too much information. It allows us to provide regular updates and insights while maintaining a sustainable and manageable process throughout the year.

We understand the importance of protecting customer data. To address this, we create a system where customers opt-in to participate in these interviews, ensuring that all interactions are conducted with full consent and compliance with your data policies.

The questions we ask are tailored to your specific needs and focus on areas that matter most to your business. We focus on the experience a customer had while interacting with your business or using a specific service or touchpoint. We typically explore topics such as customer satisfaction, product usability, pain points, and suggestions for improvement. Before the interviews begin, we'll work closely with you to develop a question framework that aligns with your objectives and ensures we gather the most relevant and valuable insights. Together with your designated customer success manager, you can define focus topics which you can change or refine every 3 months.

Focus topics are the key areas we concentrate on during the interviews to gather detailed insights. These might include specific aspects of your product or service, customer support experiences, or broader industry trends. By concentrating on these topics, we can dive deeper into the issues that matter most to your business, providing you with actionable recommendations that directly impact your strategy and operations.Together with your designated customer success manager, you can define focus topics which you can change or refine every 3 months.

We leverage AI to enhance our analysis of the interview data. Our AI tools help identify patterns, trends, and sentiment across the growing datasets, making the insights more comprehensive and accurate. However, we also ensure that human expertise guides the analysis, providing context and interpretation that only experienced professionals can offer. This combination ensures you receive both data-driven insights and nuanced recommendations tailored to your business needs.

Quantitative data tells you what is happening, qualitative interviews explain why it’s happening. While quantitative data is essential for understanding broad trends and statistical patterns, qualitative insights from 52 in-depth interviews offer a different and equally valuable perspective. These interviews dive deep into individual customer experiences, uncovering the "why" behind the numbers that quantitative data alone can't provide.

Through these stories, you gain nuanced insights that reveal customer emotions, motivations, and pain points—information that is often hidden in quantitative data. This depth of understanding is particularly valuable for departments like innovation, marketing, product development, and sales, where knowing the context behind customer behaviors leads to more informed decisions.

For example, while quantitative data might show a trend in customer dissatisfaction, our interviews will uncover the specific reasons why customers feel this way, allowing you to address the root causes effectively. In marketing, these stories help craft messages that resonate on a deeper level, and in sales, they provide compelling narratives to engage customers.

Our service is specifically designed to focus on existing customers and their ongoing experiences. This continuous feedback loop allows us to track evolving trends and deliver actionable insights that help refine and improve your current offerings. However, learning about potential future customer segments is a different type of challenge that requires a targeted, time-bound project approach. This involves conducting a thorough analysis of potential new segments and tailoring research specifically to those groups. If you're interested in exploring new customer segments, we recommend discussing a dedicated project proposal with us, which will be customized to meet your specific needs and objectives.