Experience Research
In today’s dynamic business environment, meaningful experiences drive sustainable success. Each interaction involving customers, beneficiaries, visitors, or employees contributes to shaping brand perception, engagement, and long-term value.
TWG helps clients in refining experience measurement procedures and advocate retention marketing, that leads in quantifying the link between service improvements and financial impact. We model, measure, manage, and monitor to help our clients improve customer satisfaction, loyalty, retention, and their bottom-line profits.
Our experience research covers :
Customer Experience (CX) Research
Understand the motivations, expectations, and pain points across the customer journey. We help our clients to identify what drives loyalty, satisfaction, and repeat engagement through:
- Measuring Customer Satisfaction Levels (CSAT)
- Identifying Customer Loyalty & Advocacy (NPS)
- Measuring Customer Effort Score (CES)
- Executing Voice of the Customer (VoC) programs
Visitor Experience (VX) Research
We measure how visitors perceive, navigate, and emotionally connect with your environment across venues, events, and public spaces covering:
- Wayfinding and accessibility assessments
- Venue and event experience feedback
- Space design and flow studies
- Visitor satisfaction tracking
- Experience improvement recommendations
Employee Experience (EX) Research
We help you build workplaces where people feel engaged, valued, and motivated and improve organizational culture by listening to your employees through:
- Employee engagement and satisfaction surveys
- Organizational culture assessments
- Leadership and communication feedback
- Onboarding and exit experience studies
- Hybrid work and well-being insights