Customer Research
Customer research aims to identify the needs and preferences of the customer and can be carried out in various ways. For example, customers can be asked to participate in Consumer Needs Research, Concept Research, Prototype Research or Usability Research.
Depending on the objectives of the study, a customised research proposal can be made in which multiple methods are combined.
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We recruit testers in your B2C or B2B target audience all across Europe
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Average turnaround time of 10-15 working days
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Remote research means affordable rates (starting from € 1395,- per study).
Needs and preferences
Identify underlying preferences, motivations, thoughts and feelings.
Identify pros and cons
Identify what is perceived as positive or negative and improve the customer experience.
Extensive Research Report
Gain access to all user tests or interviews and work with our research report.
How is Customer Research conducted?
Depending on the research objectives, unmoderated user tests, moderated user tests and in-depth interviews can be used to do conduct Customer Research.
The process for Customer Research can be divided into three phases.
1 - Research Preparation
In a free UX Intake, the research objectives are discussed and advice on the research design and methodology is given. After approval of the quotation, the kick-off is scheduled. During the kick-off, the research questions and the tester profile can be discussed in detail. The interview script will be sent over within three working days after the kick-off for approval.
2 - Research Execution
Recruitment is initiated and the in-depth interviews are conducted via the platform. All sessions are automatically recorded and made available for you to watch. In addition to this, it is possible to watch the interview through a livestream.
3 - Analysis and reporting
The UX researcher analyses the interviews via the User Sense platform. The transcription of the interview and the research annotations will be shared with you. The most interesting fragments are merged into a highlight video as well as an extensive research report. Finally, the results are presented in an evaluation.
Typical research questions
Overall satisfaction
How satisfied are customers with the organisation and why?
Net Promoter Score
To what extent would our customers recommend us to friends, family or colleagues?
Loyalty
How loyal and committed are our customers to our organisation?
Competitive landscape
How do our customers see us compared to our competitors in the market?
What are the deliverables?
The deliverables of Customer Research are threefold.
Access to all sessions and research notes
All interviews or user tests and research notes are made available via the dashboard. An unlimited number of users can be invited, so everyone in the organisation can gain access to it if required.
Highlight video
The most interesting fragments from the session recordings are cut into one recording of five to ten minutes.
Research report
All insights are presented in an extensive research report. The reports provides an issue of all insights, as well as a measure of frequency so that it becomes clear which insights should be regardeded as priority.
Curious to see what a research report looks like?
Download example research report.
Discuss your research objectives
Schedule a meeting with one of our UX Researchers to discuss your research objectives. If you are interested in our services, we provide you with a tailored research proposal the same day.
Frequently asked questions
The most frequently asked questions and answers.
How many active testers do you have?
Over 25 000 testers have signed up with User Sense. All testers are residing in Europe. Most of our testers are living in The Netherlands, Belgium, Spain, France, Germany or the UK.
How often do testers participate in a study?
We make sure that respondents do not participate in studies too often by tracking how often they have participated in a study. The amount of studies they can participate in is limited to two studies per month.
Can agencies make use of the research service?
Definitely! At User Sense we work with agencies across Europe on a daily basis. Find out more about the User Sense Agency Network here.
How long will the recordings be kept?
Currently, sessions remain available on the User Sense platform for six months. During this period you can view, analyze and share the sessions with colleagues. You can also download the sessions, so that they can be referred to internally.
How do you ensure the quality of testers?
All testers go through a sign-up process in which they learn what is expected of them during a user study. Things like having to think out loud and give as much feedback as possible is therefore something they are familiar with.
In most cases we only conduct test sessions with testers who have successfully passed the qualification test. This way you know for sure that you are recruiting testers who can articulate themselves and like to give feedback.
How quickly can testers be recruited?
If needed, we can recruit testers within 72 hours. It is recommended, however, to schedule studies well in advance as this allows us to recruit testers that are most-suited for the study.
Can I invite my own testers?
Yes, it is possible to invite your own testers or customers through our dashboard in a way that is GDPR compliant.
Can stakeholders watch sessions through a livestream?
Yes, it is possible to have colleagues or clients attend the session as observers. They can help add research notes and participate in the chat. Observers do not participate in the conversation, which means their webcam and microphone are always turned off.
Want to find out what users think?
Book a demo with us so that you can see the power of usability testing for yourself!
