Brand Experience & Satisfaction

Customer knows best!

“Brand experience is conceptualized as sensations, feelings, cognitions, and behavioral responses evoked by brand-related stimuli that are part of a brand’s design and identity, packaging, communications, and environments.”- J. Jo ˘sko Brakus, Bernd H. Schmitt, & Lia Zarantonello”.

Brand experience affects consumer behavior, decision making, their involvement, attachment, and delight with the brand. Moreover, it affects their satisfaction and loyalty with the brand. Hence measuring brand experience is key to knowing how your brand performs in a competitive landscape.

We help our clients by quantifying customer experiences and satisfaction leading to brand outcomes which include –

  • Brand Preference
  • Brand Endorsement
  • Brand Purchase
  • Brand Usage
  • Customer Retention
  • Detail brand experience analysis
  • Brand Preference
  • Brand Endorsement
  • Brand Purchase
  • Brand Usage
  • Customer Retention
  • Detail brand experience analysis

Customer satisfaction is typically measured using the Net Promoter Score (NPS) as the primary indicator. Apart from NPS, some secondary variables like overall brand satisfaction, repurchase intention is also used. Additionally, feedback on the brand experience is taken from consumers. All the experience statements are included in a regression analysis with the secondary variables.
This analysis allows us to identify which statements and how strong is the impact that the statements have on the following variables:

  • Satisfaction
  • Repurchase
  • General effort

Afterward, a correlation among the statements is made to identify the similarities. These similarities allow us to create groups and define concepts in the experience.

Methodologies used –

  • Quantitative Face to Face surveys
  • Computer-Aided Personal Interviews (CAPI)
  • In-depth Interviews
  • Dyads/ Triads
  • Focus Group Discussion
  • In-store surveys
  • Quantitative Face to Face surveys
  • Computer-Aided Personal Interviews (CAPI)
  • In-depth Interviews
  • Dyads/ Triads
  • Focus Group Discussion
  • In-store surveys