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User Sense
Customer Journey Research

What is the customer journey and how is it experienced?

Customer journey research provides insight into how customers experience the orientation and purchase process and the use of a product or service. The customer journey map shows all touch points and associated experiences and emotions.

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Full insights into the customer journey

Identify all touch points, experiences and associated emotions. 

Elaborate customer journey map

An elaborate customer journey map based off real customer experiences.

Behaviour, drivers and barriers

Insights into customer behaviour, drivers and barriers.

Our approach

Research service

Recruiting testers

Deliverables

Pricing

Our approach for customer journey research

When statistiscal validity is key, quantitative research can be conducted. These insights can be enriched by conducting qualitative research through interviews and ocus groups. The exact research setup is dependent on the research goals. 

Potential research methods 
  • Online surveys. In situations where statistiscal validity is key and the test is focussed on gathering data through open and closed ended questions.
  • Interviews. For gaining in-depth insights, where an interviewer discusses the concept in detail with the respondent.
  • Focus groups. For gathering qualitative insights through discussing topics in a group setting. and group discussions. 
  • Assocication testing. Utilizing RIAT (Rapid Implicit Association Testing) to uncover associations that people have with the product. 

Which method is best suited to your needs?

Share your use case nd we provide you with an answer in 24 hours.

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Let us take care of the entire research process

Our researchers will help you choose the right research method and research questions after which we will conduct the study on your behalf.

Avail of realtime insights and our livestream

Track the progress of the study realtime via our platform. Choose to attend sessions with an interviewer by joining our livestream or playback the recordings afterwards.

Receive an actionable research report in two weeks

This way, you can start implementing optimizations right after the study. Curious to see what a research report looks like? Download a research report here.

Recruit (potential) customers via User Sense

The quality of any study is heaviliy influenced by tester quality. This is why we have built our own tester database. We can help recruiting testers within your B2B or B2C target audience all across Europe. 

Invite existing customers

Invite your own customers to take part in the study. This can be done without creating an account, which means your customers will not be added to our database if they take part.

Hassle-free recruitment due to reminders, instructions and local support

We avoid no-shows and technical issues by working with auto-reminders, translated instructions and localized support teams.  

What can you expect from a customer journey study?

After conducting a customer journey study the following is clear:

  • All that a customer experiences from orientation to post-purchase
  • Full insights into all touch points
  • The most important insights visually presented in a customer journey map
Research report and full access to research data

Our researchers analyse all sessions and take extensive notes, which can be viewed via the platform. Afterwards, the results are summarized and interpreted in a Research Report

Download a Research Report

Download an example of a research report for free. 

Download report
Costs of Customer Journey Research (Research Service)

The costs of customer journey studies are dependent on the methods used. Curious to see what research method we recommend and how much it would cost? Then request a free quote.

Costs of conducting Customer Journey Research yourself

Use our platform to conduct online surveys, interviews or user tests and to recruit respondents for your study. Visit our pricing page to get an idea of the pricing.

Receive a free quote

Find out how much it would cost within 24 hours.

Request a free quote
Knowledge base

Learn more about conducting market research

Learn more about conducting market research in our knowledge base.

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Frequently asked questions

Below you find the answers to the most frequently asked questions. Is your question not listed below? Then contact us directly. 

Yes. We adhere to all privacy regulations in Europe, which means we store data in Europe. For specific questions with regards to GDPR, please do not hesitate to contact us. 

We have implemented a wide range of quality control measures to guarantee tester quality. We manually check all unmoderated sessions. For moderated sessions or interviews, customers can reach out to us within 24 hours to flag any issues. 

We use a wide range of channels - ranging from offline advertising to online campaigns - to make sure that we build up a tester database that is representative of the population. In addition to this, we have translated and localized tester sign up processes so that all testers can sign up in their local language. 

Yes, we have multiple bulk packages available in which a discount is included. 

We operate in all European countries. We have the strongest presence in the Netherlands, Belgium, Germany, France and Spain. However, our platform can be used in any country. We can facilitate recruitment and research services across Europe. 

Yes, we can take care of tester incentives. In addition to providing advice on the incentive itself, we can process tester payments within two business days after completion of the session. 

Yes, you can invite self-recruited testers for interviews or user tests via our platform.

Yes, we welcome all Europe-based agencies. In addition to an agency account, agencies can also avail of our Agency Network. Please book a demo with us for more information. 

Customer cases

Below you can find a selection of our customer cases. 

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