Customer journey analysis

OVerview

Customer journey analysis provides a comprehensive map of the customer's interaction with your brand, from initial awareness to post-purchase behavior. This analysis pinpoints key touchpoints and pain points, offering precise strategies to boost customer satisfaction and retention.

METHODOLOGY

Briefing

  • Understanding client requirements and research parameters.

Data collection

  • Design and conduct surveys & feedback sessions (with influencers, brand managers, small samples of customers).

  • Explore reviews and online conversations.

  • Collect data from relevant online sources.

Metrics 

  • Customer Satisfaction Index

  • Customer Effort Score (CES)

  • Customer Easiness Index

  • Touchpoint Effectiveness

  • Pain Point Identification Rate

Data analysis & results

  • Customer journey mapping to identify key touchpoints (infographics).

  • Qualitative analysis to understand customer experiences (summary, insights, quotes).

Report

  • Summary report in PPT format 

  • Key insights, consumer journey map, visualizations, recommendations, consulting by strategic planning based on findings.

PACKAGES

Standard:

Price range: EUR 3,500*

Time period: Last 6 months

Sources: Online survey, feedback, online media

Sample size:

  • Up to 50 respondents (in house online surveys)

  • Up to 500 mentions (online conversations/ reviews)

  • 1 feedback session

Market: Up to 2 markets (Bulgaria & EMEA)

PREMIUM:

Price range: EUR 5,000*

Time period: Last 12 months

Sources: Online survey, feedback, online media

Sample size:

  • Up to 100 respondents (in house online surveys)

  • Up to 1,000 mentions (online conversations/ reviews)

  • Up to 3 feedback sessions

Market: Up to 3 markets (Bulgaria & Global)

* Third-party expenses not included. The fees can be as a one-off project or on a monthly retainer.