Customer Research is the first step. Set yourself apart from your competitors by collecting customer data from the source. We speak to your customers – current, former, and potential – to understand the thoughts, feelings, and interactions that will drive growth for your business.

Cross Functional Teams are the key to success. We help you create buy-in across your organization by creating a team of influential, culturally aligned team members. This includes individuals that vary in rank (executives to entry-level,) areas of expertise (technicians to sales to accounting,) and longevity (new-hires to long-timers.) They provide the initial anecdotal insights that support the creation of the survey instrument. They are along for every step in the process.

Our PhD-led Research Studio is the gold standard - We excel at contacting your customers and giving you more data and insights than a standard feedback survey. We do this by talking to people in the way that works best for them - telephonic outreach, digital surveys, social media, and more. Our highly skilled research team can recruit the right people and get the insights no one else can. We ask the right questions, use the correct customer language, and give you the insights that you need to grow your business.

Our PhD-led research team has 40+ years of experience in various industries, including supply chain, medical, food services, law, manufacturing, academic, and more.

Consistent, Good Listening is the Foundation of Growth - Customer Experience Benchmarking shows you how your business decisions affect your customer relationships and growth potential.

Customer Experience Benchmarking can be a one-time look at how your customers view your business, or an on-going process, that empowers you to evaluate how your decisions are impacting your customer experience in the long-term.

Informed by customer listening measures, like NPS, but supported by anecdotal insights and rich verbatims, we can support your business with new customer acquisition including sales and marketing programs, messaging, new product innovation, and service delivery insights. Once we identify customers as detractors, passives and promoters, we can dig deeper into each segment's specific concerns and needs to identify ways to enrich engagement and deepen relationships.

Ensure your business knows what’s working and what isn’t. Ongoing brand tracking is foundational to competitive differentiation. Keeping a close eye on the impact of your growth strategies helps you learn more and act more quickly than your competition.

Compete with best-in-class brands with the right metrics. At PATH we conduct research with current, former, and potential customers to see how your brand/business is being perceived. We measure key variables such as: Loyalty, Awareness, Usage, Perceived quality, Brand associations, Brand preference, NPS, and more.

Talk to the right people. Our surveys are carefully created so that each question will provide useful data for making key decisions. We are able to recruit large, representative, samples that provide accurate, unbiased, data. Our survey design and recruitment strategies assure you will end up with actionable insights from data collected with integrity.

Net Promoter Score (NPS) is a powerful measurement tool that has been adopted by companies all over the globe. It measures customer satisfaction and defines insights as a guiding light for brand and business evolution.

NPS can quickly tell you who is an ambassador for your brand and who is not by defining your Promoters, Detractors and Passives. At PATH we don’t just give you the WHAT - an NPS score - we also explain the WHY.

Creating a superior customer experience does not happen overnight. At PATH, we can speed up this process. We train and develop the skills you and your employees need to be part of the customer experience you want to provide to your consumers.

We offer talks, seminars, workshops, and consulting services to help you create a customer experience your patrons will want to come back for.

More and more brands are taking a holistic view of their customers using this visual learning tool. A customer journey map illustrates the tangible and intangible interactions, thoughts, emotions, and outcomes associated with customers engaging with an organization. It allows us to:

1. Understand and systematize omnichannel customer interactions

2. Identify opportunities to solve problems

3. Educate, train, and empower associates and build a customer-centric culture

The benefits include:

1. An allowance for prioritization by bringing down the noise and providing focus

2. Greater accountability within an organization

3. The creation of shared goals and a common vision within an organization

It is well documented that businesses who “win” at customer experience outperform the market. So, for many organizations, customer insights and satisfaction metrics are monitored and reported at the highest level of management and stakeholders, even Boards of Directors and investors see this data. Leadership includes these metrics in annual strategic planning cycles knowing that this can provide the next-level inputs to inform decision-making.

PATH supports with an overall strategic planning framework driven by key insights, verbatims, and statistically derived data points that are powerful inputs for strategists and for tacticians in the organization as they make market-shaping decisions.