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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