Research suggests that up to 84% of customers say the experience a company provides is as important as its products or services. The 'how' is as important as the 'what', so ensuring your customer journey is fit for purpose is crucial to your ongoing success. At DJS Research we help organisations to optimise their customer journey, providing bespoke research solutions to identify barriers, and areas of concern, as well as areas of efficiency and strength. Our outputs deliver actionable insight and meaningful recommendations to help businesses improve their customer journeys end-to-end.
Why is customer journey research so important?
Problems with a customer journey can manifest directly, in complaints, lost accounts and decline in repeat purchases. But they can also appear subtly, in declining satisfaction, NPS scores, or conversion rates. Journey frustrations and complications will also, almost certainly, contribute to lost sales – the value of which is almost impossible to accurately quantify... without market research.
Effective customer journey research helps you to:
Really great customer journey research can have a strategic as well as tactical impact, because it puts your customer at the heart of your operations. Rather than a customer navigating systems that are built for your business, your business is organised to meet your customers’ needs. And that will drive loyalty, advocacy and ultimately success.
Our tailored approach – getting to know all about you
Our process begins with an immersion into your world – we get to know you and your business from the inside out. We need to understand your purpose and the products or services you offer so that we can connect with your customers and make actionable recommendations. We tailor our approach to meet your business objectives which may include one or all of the following:
Data mining: Applying a range of statistical techniques to interrogate your existing data to identify patterns in customer behaviour.
Internal engagement sessions: Analysing every step of your customer journey and the process this follows across your organisation through individual interviews, team meetings or multidisciplinary workshops.
Primary research: Tailoring our recommendations to your specific context which often includes qualitative methods to capture the nuances of each customer interaction. From low-consideration, low-value purchases to complex customer journeys, which may last weeks or even months, we select the appropriate methods to capture the insight you need.
Analysis: Thorough and robust analysis is crucial to generate actionable insights. We would typically seek to consider thematic, gap and narrative analysis to present a full, detailed picture of your customer journey.
Your customer journey is unique; your customer journey research should be too. We tailor-make each project to suit your scale and your needs, led by sector experts who understand your market.
Contact us today to find out how we could generate the depth of insight you need to optimise and enhance your customer journeys.
"The team at DJS Research did a great job of responding to ever-changing demands on the challenging project we delivered together. They provided exemplar client care and delivered high quality outputs."
"DJS Research provide excellent service, great communication and high-quality deliverables in terms of research analysis."
"Rebecca and her team were brilliant to work with to deliver the first phase of our visitor research. She was always happy to go the extra mile to explain the process and outputs to an inexperienced client regarding our sensitive subject matter. The reports delivered are thorough and the clear graphic representations of the data make it them very useful tools for our ongoing work. We look forward to the next phase of work next year."
"This was our first time using an external agency to manage our market research. We were very impressed with the level of service and professionalism, which ultimately ensured DJS Research delivered exactly to our project objectives."
"Thank you so much for everything that you have done. I've been so impressed with all your hard work and professionalism and most importantly, the great survey that you delivered. We could not have chosen a better supplier, it has felt like a true partnership."
"I would recommend DJS Research to other agencies who require an accurate, timely and comprehensive piece of research. The staff were approachable, helpful and professional at all times, and they provided the outcomes required."
"We found DJS Research to be professional and able to turn around any requests very quickly. Overall the quality of information was good, costings were reasonably priced and the staff were friendly and approachable."
"We used DJS Research to complete a survey of employer skill needs after a very poor experience with another survey company. From the start we were impressed by their professionalism and high level of attention to detail. They were able to complete the survey on time and to high standards. Regular telephone and email updates kept us informed of their progress and ensured that any issues were dealt with at an early stage. We would recommend them to other companies looking to undertake similar work and plan to use them again in the future."
"The team at DJS Research understood and adopted our research proposal with ease. The team worked efficiently and proactively to deliver some meaningful results for us. We would definitely work with them in the future for any research need!"
"We have been working with DJS Research for 18 months on our customer satisfaction tracker and they have consistently delivered quality customer feedback. They are approachable, professional and extremely knowledgeable. We appreciate their experience and expertise so much so that we enlisted their help on additional research projects last year."
"The DJS Research team were excellent from the first point of contact all the way through to delivery of the results. Our brief was fully understood and the survey designed appropriately – their expertise enabled us to measure outcomes which we had initially not considered. A fantastic service throughout – we look forward to our next project with DJS Research."
"Very happy with the service provided by DJS Research. They are easy to work with and happy to be flexible during the project. The project that we worked on with them included a lot of our senior stakeholders and external stakeholders. These relationships are hugely important and DJS Research have worked extremely well with these stakeholders to ensure that the interviews were done professionally and to great quality."
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
We build small, director-led, teams of sector experts who are with you from brief to debrief. As an employee-owned company, every one of us is invested in delivering quality, value, and long-term impact.
From agile testing to deep-dive strategic studies, we design research to meet your specific objectives. The agility of our in-house operations team and strength of our UK-wide recruiter network enable seamless execution at scale.
Our sector-focused teams have decades of experience understanding audiences and the complexities of the markets in which our clients operate. Working collaboratively we deliver actionable insight which drives positive change.
Contact us to discuss your customer journey and discover how we can become an invaluable extension of your team.
Contact us
Contact us to discuss your customer journey and discover how we can become an invaluable extension of your team.
Contact us 
