Diary studies can be a great way for CX practitioners to get a window into customer behaviours, attitudes and emotions. So what are they and how can organisations use them?
There are several quantitative research tools available to help you understand what customers want and think of you. Most people know about and use focus groups, observations and shadowing, mystery shopping and one-to-one interviews. But a tool that is used less often are diary studies.
People have been keeping diaries for centuries from Pliny to Samuel Pepys to Anne Frank. They help people record and make sense of their experiences, reflect their moods and feelings and put things into perspective. And they often prove a cathartic experience for the writers as an outlet to express their emotions to events.
So, in this article I want to explore the concept of diaries in more detail and how they can help you to design better customer experiences.
https://www.mycustomer.com/customer-experience/voice-of-the-customer/how-to-use-diary-studies-to-better-understand-customer/
CES is used mainly to gauge the aggregate, digital experience of your customers with your product and how much effort it took to a visitor to achieve their goal. however you can also use mobile CES surveys to collect feedback at a number of other touchpoints along the customer journey with an app.
https://marketplace.mopinion.com/survey-templates/in-app-mobile-ces-customer-effort/
Customer Effort Score is a popular metric that measures how much effort it took the customer to achieve his/her goal. This type of surveys is typically used mainly to gauge the aggregate, digital user experience experience of your customers with your product, enabling you to lower frustrations and provide a smooth online journey.
https://marketplace.mopinion.com/survey-templates/ces-customer-effort-score-website-ux/
Find gaps in your UX that are preventing customers from reaching their goals. With a GCR slide-in survey, you will learn which of your visitors have completed, partly completed or failed to complete a specific goal on your website.
https://marketplace.mopinion.com/survey-templates/gcr-goal-completion-rate-website-ux/
Customer Effort Score is a commonly used metric that measures how much effort it took the customer to achieve his/her goal. Used mainly to gauge the aggregate, digital experience of your customers with your product, you can also use to collect feedback at a number of other touchpoints along the customer journey.
https://marketplace.mopinion.com/survey-templates/customer-effort-score-ces-loyalty/
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