Primary Research Solutions · CX & NPS Research
Customer experience and NPS programmes that pair the number with the why — verified respondents, driver analysis, and follow-up interviews with the customers whose answers matter most.
Score
+ the why behind it
Beyond the Number
NPS and CX programmes that pair measurement with meaning — driver analysis plus follow-up interviews with the promoters and detractors whose reasoning matters most.
When It Fits
A rigorous first measurement of customer health — then consistent waves that show whether the initiatives you funded actually moved the drivers, not just the noise.
Account-level reads across your customer base that flag at-risk revenue while it's still saveable — with detractor interviews that tell your CS team exactly what to fix per account.
Where exactly experience breaks — onboarding, support, billing, product — measured by touchpoint so investment goes to the stage that's actually bleeding loyalty.
For investors: an independent NPS and churn-intent read on a target's customer base — fielded inside a diligence window, reported for the IC memo.
What You Get
Our differentiator is the pairing: quantitative measurement plus follow-up interviews with the promoters and detractors whose reasoning matters most — one programme, one report.
Typical programmes
100–300 survey responses plus 8–15 follow-up interviews, fielded over two to four weeks. Recurring waves scoped per cadence.
01
NPS, CSAT, customer effort, journey-stage metrics — chosen and structured for what you'll actually do with the answers, not a templated questionnaire.
02
Your customer lists fielded with verification and quality control — or independent recruitment of category customers when you need an outside-in read, including on competitors.
03
Which experience factors statistically separate promoters from detractors — by segment, account tier, and journey stage — so you know what to fix first and for whom.
04
Structured conversations with selected promoters and detractors — the reasoning, the context, and the verbatims that turn a chart into a board-level narrative.
05
Scores, drivers, at-risk flags, interview findings, and prioritised implications in one document — plus data tables and a debrief call with our research team.
The Process
A full baseline — survey plus interviews — typically completes in two to four weeks. Tracking waves repeat the methodology exactly, so movement means something.
Metrics, segments, sample structure, and interview plan — built around the decisions the findings will feed.
Customer lists or independently recruited respondents, with verification and in-flight quality control throughout.
Follow-up conversations with selected promoters and detractors, recruited from the survey with consent.
Consolidated findings with prioritised implications — and a consistent methodology ready for the next wave.
When the Why Needs More Room
When churn drivers or buying journeys turn out to be complex, a dedicated IDI programme goes deeper than survey follow-ups can — same project lead, same engagement.
FAQ
Something specific? Write to sales@astuteconnect.com — we respond within one business day.
Self-run NPS typically suffers low response rates, biased samples, and no driver analysis — a number nobody trusts internally. We bring fielding discipline, verified samples, statistical driver analysis, independent credibility, and the follow-up interviews a survey tool can't do.
Yes — with the right design. In small B2B bases we treat it as account intelligence rather than statistics: high response-rate fielding, account-level flags, and interviews weighted toward your highest-value relationships. We're honest about what the sample supports.
The credible way is to field the same instrument to independently recruited customers of competitors — which we can do. We don't compare your score against published industry numbers measured with different methods; that comparison misleads more than it informs.
Often enough to see the effect of changes, rarely enough that customers aren't fatigued — typically every six to twelve months for B2B, with event-triggered pulses where needed. More frequent isn't more rigorous.
Respondents are told the research is conducted on your behalf — attribution is by consent. Customers who prefer anonymity have their responses reported in aggregate only, which keeps the feedback honest.
Tell us about your customer base and the decisions ahead — we'll design a CX programme that pairs the number with the why.
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