Customer Experience (CX)
Comprehensive services for monitoring and analyzing customer experience
Deliver seamless customer experiences
Customer experience is not just a smile at checkout or a thank-you message. It reflects how clients perceive every interaction with your brand, from the very first click on your website to the moment they use your product or service. At UpVenta, we measure these interactions to uncover friction points and help you transform the customer journey into a coherent and memorable experience.
A well-managed experience means loyal customers, positive word-of-mouth, and a strong brand reputation. With UpVenta’s CX services, you don’t just get a score, but a complete analysis backed by clear insights and actionable recommendations for continuous improvement.
Choose from a full range of CX measurement services
Ensure that every touchpoint works seamlessly and efficiently. We evaluate the customer experience across the entire journey – from online interactions and customer support to product usage and post-purchase feedback. The result is a complete picture that shows where things work well and where adjustments are needed to increase satisfaction.
- NPS (Net Promoter Score)
- CSAT (Customer Satisfaction Score)
- CES (Customer Effort Score)
- Mystery shopping services
- Customized consultancy services
NPS measures how likely your customers are to recommend your brand. It reveals loyalty levels and is based on a single but powerful question: “How likely are you to recommend us?”. By analyzing the results, you can identify promoters, passives, and detractors, giving you a clear view of both risks and opportunities for growth.
CSAT evaluates customer satisfaction after a specific interaction, such as a purchase, a website visit, or a conversation with support. This score shows how satisfied customers are with your services at critical touchpoints. By monitoring CSAT, you can quickly identify issues and make focused improvements that matter most to your clients.
CES measures how easy or difficult it is for customers to achieve their goals – from placing an order and finding information online to resolving a service issue. A high score indicates a smooth experience, while a low score reveals obstacles. Reducing customer effort is strongly correlated with loyalty and repeat purchases.
Mystery shopping allows us to test the customer journey from a real client’s perspective. Our evaluators visit physical locations or interact online just like any customer, documenting every stage of the process. This helps uncover service gaps, communication barriers, and hidden friction points that can significantly improve the experience once addressed.
We don’t stop at measurement. Our team transforms collected data into actionable recommendations and tailored strategies. Whether you want to improve a single interaction channel or redesign the entire customer journey, our CX consulting provides you with a clear plan adapted to your brand’s needs.
Transform customer experience into a competitive advantage
CX is not just a performance indicator – it is a strategic pillar. Customers choose brands that make their lives easier and deliver consistent experiences. A positive interaction encourages repeat purchases and organic recommendations, while a negative one can quickly damage trust and harm brand reputation.
How we work
Our CX evaluation process is divided into 5 clear stages, each designed to deliver relevant data and actionable solutions. By measuring and optimising customer experience, you can prevent risks, improve internal processes, and build long-lasting relationships with your customer base.
Defining objectives
We work with you to establish priorities – loyalty, satisfaction, customer effort, or the full journey. Objectives are aligned with your overall business strategy.
Selecting the methodology
Based on your goals, we choose the right tools: NPS, CSAT, CES, mystery shopping, or a mix of these. This ensures that the data we collect is relevant and meaningful to your context.
Collecting feedback
We use surveys, interviews, and mystery shopping visits to gather direct and objective feedback. Every interaction is documented carefully to reflect the real experience of your customers.
Data analysis and interpretation
The collected data is centralized, compared, and analyzed to reveal patterns, weak points, and opportunities. We focus on correlations between metrics to provide a complete picture of your customer experience.
Reporting and recommendations
We deliver visual, easy-to-understand reports with relevant insights and actionable recommendations. These show you what needs immediate action and what strategic improvements to implement in the long run.
Benefits of UpVenta Customer Experience programs
Real and objective feedback
UpVenta’s CX analysis gives you a clear picture of how customers perceive your brand. Feedback is collected directly from clients and supported by concrete examples, ensuring your decisions are based on reality rather than assumptions.
Fast actions and visible results
Our reports go beyond scores. Each analysis includes insights and practical recommendations that can be implemented immediately. This allows you to adjust processes, train teams, and track improvements in real time, demonstrating measurable impact on performance.
Increased loyalty and stronger brand reputation
A consistent, positive experience transforms satisfied customers into active promoters of your brand. By reducing friction, improving satisfaction, and optimizing internal processes, you lower churn and increase customer lifetime value. At the same time, sustained quality experiences build a solid reputation and a clear differentiation from competitors.
Request a consultation session
Schedule a meeting with one of UpVenta’s representatives to discuss our customer experience evaluation services and how we can help improve the services offered within your company.