Understand your customers. Stay ahead of your market.
More than 15 years of market research and customer experience — from in-depth interviews to large quantitative surveys, Voice of Customer programmes and AI-assisted feedback analysis.
Customer feedback is collected. Is it really used?
Surveys, reviews, complaints and market studies contain valuable signals. Too often they stay in reports instead of driving concrete improvements.
Problems addressed
- 01You lack reliable insight into what customers expect and why they leave.
- 02Customer feedback is collected but not fully exploited.
- 03NPS or satisfaction scores are measured without understanding their drivers.
- 04Customer journeys contain friction points nobody owns.
- 05Market and competitor knowledge is incomplete or outdated.
What I can do for you.
Quantitative Market Research
Online surveys, representative panels, segmentation and statistical analysis.
Qualitative Research
In-depth interviews, focus groups, online communities and co-creation sessions.
Customer Experience Assessment
Evaluate the experience across touchpoints and channels.
Customer Journey Mapping
Map journeys, moments of truth and pain points with personas.
Voice of Customer Analysis
Structure feedback programmes and turn them into action plans.
NPS, CSAT & CES
Measure, benchmark and explain satisfaction and effort scores.
Satisfaction Drivers
Identify what really drives satisfaction and loyalty.
Competitive & Market Intelligence
Benchmarks, positioning and opportunity assessment.
Brand, Concept & UX Research
Brand equity, concept and product testing, advertising and UX research.
Qualitative and quantitative market research.
Through 360 Research, my Brussels-based market research practice, I design and run complete studies — from the research question to the recommendations.
Quantitative research
Measure, size and compare with robust data.
- Online surveys
- Representative panels
- Niche & B2B audiences
- Segmentation
- NPS, CSAT & CES
- Brand tracking
- Pricing studies
- Statistical analysis
Qualitative research
Understand the why behind behaviour and perceptions.
- In-depth interviews
- Focus groups
- Online communities
- Co-creation workshops
- UX research
- Customer journey research
- Concept & product testing
- Advertising research
360 Research — customer experience, market research, brand strategy and innovation research. Areas include UX research, brand strategy, media & advertising research, concept & product testing, mobility research and employer branding research.
Visit 360research.be ↗Where this makes a difference.
- Launch or relaunch a satisfaction or NPS programme.
- Test a new product, service or concept before launch.
- Understand why customers churn or complain.
- Measure brand awareness, image and positioning.
- Redesign a customer or broker journey.
Example project
AI Voice of Customer Analyzer
Large volumes of open comments analysed with AI support — and validated by a human analyst.
Input data
- Customer survey comments
- Customer reviews
- Complaints
- Customer service feedback
- Interview transcripts
Analytical outputs
- Topic classification
- Sentiment analysis
- Customer pain points
- Satisfaction drivers
- Recurring issues
- Segment comparisons
- Improvement recommendations
AI-generated interpretations are always reviewed and validated by a human before being used for decisions.
A clear, step-by-step approach.
Frame
Clarify business questions, targets and the right research design.
Collect
Run qualitative and/or quantitative fieldwork, or analyse existing feedback.
Understand
Analyse, combine sources and identify drivers and opportunities.
Improve
Prioritise actions, co-create with your teams and track results.
What you receive.
- Research design and questionnaires / interview guides
- Qualitative and quantitative fieldwork
- Customer experience assessment
- Customer journey maps and personas
- Satisfaction driver analysis
- Insight report with prioritised recommendations
Why it matters.
Decisions grounded in evidence
Know what customers expect, not what you assume.
Fewer friction points
Prioritised improvements across the customer journey.
Feedback that drives action
From scores to concrete action plans.
A clear market view
Understand competitors, positioning and opportunities.
Let's unlock the value of your data.
Whether you want to explore AI opportunities, better understand your customers, improve product performance or identify new growth opportunities, let's discuss how I can help.