Strong customer relationships start with insight
Sustainable growth isn’t just about finding new customers. It’s also about retaining your existing customers and deepening their engagement. By nurturing customer relationships through genuine customer experiences, you build a long-term, cost-effective strategy.
Novus Customer Insight services
Our services cover the entire chain, from strategic decision support that sets your direction to operational insights for a customer-driven way of working. We help companies integrate insight sources, analyse customer data and create better customer experiences.
Customer surveys that give you direction
A strategic customer survey identifies the right course for strengthening satisfaction and loyalty, and delivers key metrics such as CSI, a loyalty index and NPS that you can track over time and across target groups.
We often hear companies say: “We need to keep track of our key metrics without running a large CSI survey”, “We’re losing customers and don’t understand why” , “What draws customers to our competitors?” or “We know customers want us to improve accessibility and follow-up, but what exactly do they want us to do?”
Run the survey you need most right now to strengthen your customer relationships.
We offer surveys for the entire chain, from high-level strategic insight to more specific, operational solutions.
Choose the service that best fits your situation
01
Strategic OverviewSet the direction
02
Pulse Survey
Stay on course
03
DiggerDig deeper
04
Customer LeakWhy customers leave
05
Customer Attraction SignalsWhat draws them to competitors
Set the direction
Strategic Customer Survey
Maps the entire customer experience and sets the right course
The choice of overall metric, such as CSI or a loyalty index, is the starting point. The entire model is built to identify what can be done to improve the metric or index you actually want to achieve.
The customer’s overall assessment is based both on experience-based factors such as service, accessibility and price, and on communication and the image you have in your market.
The areas included in the survey are tailored to your business.
Best when: you need strategic insight to identify strengths and weaknesses, understand what drives customer satisfaction and set the right priorities. It also provides relevant key metrics you can track over time for different customer groups.
Pulse Survey
Stay on course
A quick, targeted follow-up on your most important key metrics, without running a full-scale strategic survey every time.
The pulse survey is a smaller, faster survey designed specifically to track your key metrics and see whether you’re on the right track. A typical set-up includes CSI and likelihood to recommend in every pulse survey, plus three or four additional key areas of a more targeted nature, such as priority areas or the values you want to stand for.
Best when: you want to track your key metrics on an ongoing basis and see whether your initiatives have had an effect, without running a large survey every time.
Digger
Digs deeper into a specific area
Digger focuses on one or more selected areas to build a deeper understanding. The strategic survey shows which areas are strong, weak and a priority. Digger picks up where it leaves off when you need to understand why.
It is used for areas that are important but weak, or for areas so critical that they need further development even though they are already strong.
Best when: you know what the problem is but need to understand why, and what concretely needs to change.
Customer Leak
Captures the stories behind why customers leave
Customer Leak highlights the mental and emotional “leaks” in the customer journey, where trust or motivation begins to falter. It provides a deeper understanding of which experiences erode loyalty and which strengthen the desire to stay.
“There’s something really special about hearing customers explain in their own words why they’re leaving. Customer Leak makes it visible, and that’s when change can begin.”
Best when: you’re losing customers and need to understand the real reasons why.
Customer Attraction Signals
Understand what draws customers away
Many customers switch providers without being outright dissatisfied. Through in-depth interviews with customers who have left or scaled back their relationship with you, you gain an understanding of what attracts them to your competitors, both rational and emotional motives.
By picking up on these signals early, you can respond and act to strengthen your own appeal, retain customers and attract new ones.
Best when: your customers aren’t dissatisfied but are leaving anyway, and you want to understand what competitors offer that you don’t.
