Customer Experience

customer employee interaction captured by mystery shopping

Don’t Let AI Blind You: The Crucial Role of Mystery Shopping in Building Authentic Customer Connections

Blog, Mystery Shopping Solutions / By

While AI revolutionizes customer analytics, it creates a significant blind spot – the emotional nuances that drive authentic loyalty. Mystery shopping bridges this gap by capturing what algorithms miss: the impact of a genuine smile, empathetic service recovery, and subtle cues that make customers feel valued. The most successful businesses combine AI’s pattern recognition with mystery shoppers’ human insights to understand both what happens and why. This approach reveals whether your processes merely work efficiently or truly resonate emotionally with customers, helping you transform transactions into meaningful relationships that foster long-term loyalty.

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The Hidden Cost of Poor Cancellation Experiences

Subscription Exit Strategies: Exploring the Customer Journey Through Cancellation

Customer Experience, Market Research / By

Our new study examining subscription cancellation experiences reveals a concerning trend: 60.4% of consumers actively avoid services they believe will be difficult to cancel. The research highlights how poor cancellation experiences significantly impact brand perception and future customer acquisition in subscription-based businesses.

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The Hidden Cost of Poor Cancellation Experiences

Loss Prevention or Lost Sales? The Impact of Security Measures on Customer Experience

Customer Experience, Market Research, Retail Industry / By

In today’s retail environment, locked merchandise has become commonplace – but customer patience has not. Our new research reveals that 84% of consumers expect assistance within 4 minutes when encountering secured items. When this expectation isn’t met, 45% of frustrated shoppers turn to third-party retailers like Amazon instead. Retailers must reassess how their security measures impact sales and customer experience.

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How Consumers Feel About Restaurant Prices, Quality and Service.

Value on the Menu: How Consumers Feel About Restaurant Prices, Quality, and Service

Customer Experience, Market Research, Restaurant Industry / By

New research reveals shifting consumer attitudes toward restaurant dining, with value perception emerging as a critical factor in customer satisfaction. Based on responses from 1,410 consumers, this comprehensive study found that while overall dining frequency has increased compared to two years ago, diners are increasingly scrutinizing the value they receive for their money. Despite generally positive ratings for food quality and service—with both averaging 8 out of 10—a significant 41.4% of customers felt they received only fair or poor value from their last dining experience.

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Senior Living Consumer Trends for 2024

Beyond Expectations: Unveiling Senior Living Consumer Demands for 2024

Customer Experience, Market Research, Senior Living / By

With so many options for senior living these days, it’s important to understand what really matters to older adults and their families when choosing a home. Things like quality of care, available amenities, how engaged the staff are, and of course, cost, all play a big role. These factors don’t just affect how happy residents are — they impact how much peace of mind families have, and ultimately, how well a community does in terms of keeping rooms filled and staying financially healthy.

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Half of Self Service Users Battle Tech Failures

The Self-Service Dilemma: Gaps Between Brand Promises and Consumer Experiences

Customer Experience, Entertainment Industry, Market Research, Restaurant Industry / By

Our survey of 1,167 consumers reveals a significant gap between self-service promises and reality. While brands promote efficiency and convenience, 50.5% of users experience technology errors and 47.4% believe self-service reduces service quality. Discover how to bridge this critical experience gap.

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