CX market research agency
Customer experience research explores how people feel about interactions with brands, products and services. FieldworkHub recruits carefully screened consumers, business professionals and specialist audiences for CX studies in the UK and internationally, helping researchers understand customer journeys and key touchpoints.
50+ CX testing projects completed
CX testing runs in 10+ countries
1000+ CX testing participants recruited
Why CX testing?
Why should you conduct customer experience testing?
Customer experience research explores how people experience a brand, service or organisation across the different stages of their journey. It can examine individual touchpoints as well as the overall experience, helping researchers understand what works well and where customers encounter frustration or uncertainty.
CX testing is useful when teams need to move beyond satisfaction scores and understand the reasons behind customer behaviour. It can uncover gaps between the experience an organisation intends to provide and what customers actually encounter.
Research may focus on digital journeys, contact centres, retail environments, onboarding, purchasing, service interactions or a combination of channels. Depending on the project, studies can use interviews, observed tasks, diaries or other qualitative approaches.
The quality of customer experience research depends on speaking to participants who genuinely match the relevant customer or user profiles. FieldworkHub manages recruitment and screening to help clients reach appropriate consumer, B2B and specialist audiences.
CX testing clients
Customer experience (CX) market research clients
FieldworkHub has arranged CX research for some of the world’s leading brands...
Types of CX testing
What are the different types of CX testing?
CX testing can vary due to how the product is handled and how this experience is analysed. Below are some of the common types of CX research.
Customer satisfaction surveys
Customer satisfaction surveys measure how customers feel about their experiences with a brand, product or service. They use metrics such as Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) to assess performance, track changes over time and identify areas for improvement.
CX in-depth interviews
One-to-one interviews explore customers’ experiences, expectations and perceptions of a brand, product or service. Researchers can investigate specific interactions, understand the reasons behind satisfaction or dissatisfaction and uncover issues that might not emerge through surveys or other structured research methods.
Customer experience focus groups
Focus groups bring customers together to discuss their experiences of a brand, product or service. Participants can compare experiences, discuss common frustrations and build on one another’s ideas, helping researchers identify shared concerns and opportunities to improve the overall customer experience.
Customer journey research
Customer journey research examines how people interact with a brand across different stages, from initial awareness through to purchase and ongoing support. Researchers explore key touchpoints, identify frustrations and understand how individual interactions combine to shape the overall customer experience.
CX usability testing
Usability testing observes customers as they interact with websites, apps, products or services to identify problems and improve ease of use. Researchers examine how participants complete tasks, where they encounter difficulties and which aspects of the experience could be made more intuitive and easier to navigate.
Customer experience diary studies
Diary studies ask customers to record their experiences with a brand, product or service over a period of days or weeks. They help researchers understand real-world behaviour, identify recurring problems and explore how customer attitudes develop across different interactions, situations and stages of the customer journey.
Case studies
Case studies of CX testing research
FieldworkHub recruits participants for customer experience research in the UK, Europe and other international markets. We support consumer, B2B and specialist studies across digital, service and end-to-end customer journeys, including projects involving clearly defined customer segments.
User experience: B2B website navigation, 4 markets
A popular multinational online store and marketplace and wanted to improve the user experience of their payment services platform. They asked us to recruit online merchants in the UK, China, Germany and Poland to take part in online IDIs in which they demonstrated how they use other platforms.
User experience: VR headsets, UK, France, Germany
We were asked to recruit ten respondents in the UK and 30 in each of France and Germany to provide feedback on VR headsets made by a leading brand. The manufacturer wanted their views on both the products themselves and the way in which they were promoted through point-of-sale displays.
User testing: hospital and home infusion pumps, UK
A healthcare company had created a new infusion pump for blood transfusions in hospitals and home care settings. The company wanted to test out the user experience with key worker nurses and caregivers. FieldworkHub provided recruitment of around 40 professionally registered nurses and carers.
Client testimonials
Testimonials from CX clients
Here’s what some of our previous clients for customer experience research say about us.
You and your team did an EXCELLENT job! This was not an easy recruit and you met all the quotas, found participants who were fully qualified (and verified), and everything went super smoothly on the interview days. I appreciated how organized and methodical you were throughout this process, and how responsive and detailed your communications were.
Marissa
Researcher and Moderator
Insights Agency
USA
FieldworkHub did an amazing job in setting up and managing one-on-one interviews for us. They were able to successfully recruit the people we needed, they did a fantastic job in setting up the interviews, and they showed outstanding attention to detail and precision in doing their job. I would strongly recommend choosing FieldworkHub as your research partner!
Simone
Research Manager
USA
Got questions?
Frequently Asked Questions
As consultants in the research space, we’ve got the answers to your questions about customer experience research. And if there’s anything left unanswered, drop us an email or give the team a call. We’d be happy to help.
1
What research methods are used for CX testing?
Methods include surveys (NPS, CSAT, CES), interviews, focus groups, journey mapping, usability testing, feedback analysis, mystery shopping and social listening. Each method contributes towards gathering comprehensive insights into the customer experience.
2
How do we recruit CX participants?
Participants are recruited based on criteria relevant to the study, using customer databases, social media, email invitations and local recruiters. This ensures a representative sample that reflects the target audience. We are also able to undertake exit interviews outside retail stores and other locations.
3
What is CX journey mapping?
Journey mapping creates visual representations of the end-to-end customer journey to identify touchpoints, pain points and opportunities for improvement. It helps understand the customer’s perspective at each stage.
4
How does CX research differ from other types of market research?
CX research focuses specifically on customer interactions and experiences with a brand, while market research explores a broader range of market trends, customer behaviours and competitor activities. CX research aims to enhance the overall customer journey.
5
What are common CX metrics?
Common metrics include Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES) as well as other indicators related to customer interactions. These metrics help gauge overall customer satisfaction.
6
How does CX research improve business performance?
It addresses pain points, enhances satisfaction, and fosters loyalty, improving customer retention, revenue per customer and brand reputation. Effective CX research leads to better customer experiences and long-term business growth.
7
Can you recruit participants for customer experience research?
Yes. We recruit participants for customer experience studies across consumer, B2B and specialist audiences. Recruitment can be based on customer status, recent experiences, product or service use, demographics, professional role or other detailed criteria.
All participants are screened against the agreed requirements so research teams can speak to people with relevant and genuine experience.
8
What can customer experience research test?
CX research can explore individual touchpoints or complete customer journeys, including websites, apps, stores, contact centres, onboarding, purchasing and after-sales support. The appropriate approach depends on the research objectives and the experience being investigated.
Studies can focus on a specific problem or examine how several interactions combine to shape the customer's overall experience.
Planning a customer experience research project?
Talk to our fieldwork specialists about participant recruitment for digital, service or end-to-end customer experience research in the UK and international markets.
