CX market research agency
FieldworkHub delivers CX research by understanding your research goals and target segments, then developing a suitable screener (or reviewing your screener) to ensure that we can recruit the right respondents. In some cases we recruit customers based on client lists, but if the product or service is widely used, we can also free-find respondents.
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 (CX) research enables organisations to gain a deeper understanding of customer needs and assess how effectively those needs are being met across the customer journey. By identifying pain points and areas for improvement, CX research supports strategies to attract new customers, strengthen loyalty, and improve retention. Research with former customers can reveal the reasons behind churn, while engaging potential customers, including users of competitor brands, provides valuable insight into how to win them over in the future.
FieldworkHub delivers CX research through a structured and flexible approach tailored to your objectives and target audiences. We work with you to define research goals and develop or refine screeners to ensure the right respondents are recruited. Depending on the project, recruitment may be based on client-supplied customer lists or free-found sampling for widely used products and services. Whether you run the research internally or choose for us to manage it on your behalf, we provide end-to-end project management to ensure a smooth, reliable, and high-quality research process.
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
Measure overall satisfaction and specific aspects of the customer experience using tools like Net Promoter Score (NPS), Customer Satisfaction Score (CSAT) and Customer Effort Score (CES).
CX in-depth interviews
Conduct detailed one-on-one interviews to explore customers’ thoughts, feelings and experiences in relation to a brand or product.
CX heuristic evaluations
Experts evaluate a product against a set of usability principles (heuristics) to identify potential usability issues.
CX journey mapping
Create visual representations of the end-to-end customer journey to identify touchpoints, pain points and opportunities for improvement.
CX usability testing
Observe customers interacting with a product or service to identify usability issues and improve user experience.
CX VoC research
Implement voice of the customer (VoC) programmes to systematically collect, analyse and act on customer feedback across various touchpoints.
Case studies
Case studies of CX testing research
We are experts in recruiting participants for CX testing in the UK, Europe and beyond. We have successfully recruited for more than 50 cutomer experience projects across more than 20 different countries. Here is a small selection of our previous CX testing research.
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.
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
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
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.
Ready to elevate your CX research with professional fieldwork services?
Contact our fieldwork specialists to discuss how our comprehensive customer experience research services can deliver the authentic insights your business needs.
