Customer Research
Understanding people today – for the customer-centric solution of tomorrow
Whether for the empirical analysis of product ideas, marketing effectiveness or customer needs – customer-centric digital business requires good user research and in-depth market research. We help you choose the right method, design the content and execute the research. For deep insights and true customer centricity.
Our promise
Understand your customers. Sounds simple, but getting it right is complex. We provide maximum validity and reliability. We do this by combining customer research and experimental methods.
Deep Dive
Our services in detail
- Empirical personas: Really understanding customers
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Understand what your target group really needs and wants. Our team of psychologists and research professionals methodically decodes the needs behind your customers’ behavior. Whether with in-depth interviews, online surveys, observations or experiments: We identify patterns in complex customer behavior and develop empirical personas that don’t end up in a drawer, but become the strategic linchpin of all customer contact points.
- Experience labs: Better websites, stores and applications
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Today, every major digital project must be methodically accompanied in a user-centered manner. In the MVP, pilot and roll-out phases, we consult the people who will later work with the digital interface. In our experience labs, we evaluate how well a product or application satisfies user needs based on tasks. Interview, observation and neuroscience methods are used to good effect. The result of an Experience Lab is a structured evaluation of the existing stumbling blocks, from which we derive specific measures.
- Brand tracker: Keeping an eye on brand and market
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It is a real challenge to keep an eye on your own brand perception and the competition in the fast-moving digital market. With the help of the Brand Tracker, you receive a precise monthly or quarterly assessment of the development of your brand and your competitors. This allows you to react quickly and manage your brand more effectively — including in international setups, of course.
- Trust tracker: Trust as the basis for long-term customer relationships
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Trust is a prerequisite for any interaction. But trust is difficult to measure. With the elaboratum Trust Tracker, we identify the factors that are responsible for a lack of trust — globally, or point of contact by point of contact. With these findings, we develop effective measures to systematically increase the trust of your customers.
- ImpliX: Understanding customers’ implicit decisions
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We often decide unconsciously in the first few seconds whether we like something or not. This is why it is often difficult for customers to describe moments of enthusiasm and frustration afterwards. With ImpliX, we measure unconscious perceptions and decision-making aspects and can thus generate additional insights into the emotional experience in the customer journey in order to eliminate conversion killers and emotionally charge products.
Our aspiration
We don’t like to talk about ourselves.
But our customers do.
“The brand tracker provides us with a very effective monthly insight into our position in the market.”
Josephiné Chamoulaud
CMO, Smile Versicherung
“Using data-based segments, elaboratum clearly identified the target groups in B2C and B2B and designed the concept to fit very precisely.”
Reinhard Janning
Chief Platform Officer, XEMPUS AG
“With the periodic marriage survey, elaboratum has optimally helped us to gain insights into our brand and customer behavior and to prepare them for the C‑level.”
Helena Esau
Director Marketing TOM TAILOR
Together we will find the answers to your questions.
Let’s get down to business
Rainer, what really matters?
The real success factors in digital business: scalable technologies, a significant database and behavioral insights for real customer understanding. Whoever masters this wins the game.
