Customer experience (CX) you can manage — not just measure
We uncover what customers actually experience in-store and online, and pinpoint where satisfaction, conversion, or loyalty is leaking. Choose a topic below — or start with customer journey mapping and follow up with customer satisfaction measurement.
Solutions by situation
🟦 Mystery Shopping
You get a real picture of how service, processes, and standards work in branches — and where unnecessary losses occur along the customer journey. It also works well to verify that your improvements actually stick.
Best for a customer’s-eye view of branch operations. Outputs include a clear list of weak points + recommendations for improvement.
🟦 Online review monitoring
We turn reviews of your products and competitors into a data source for CX, quality, and communication. You’ll see recurring themes, what hurts most — and where the quick wins are.
Most useful when you’re managing reputation or seeing a rise in negative reviews. Outputs include an overview of topics, trends, and action priorities.
🟦 ASAP Feedback
If you need continuous feedback right after an interaction — and want it in a clear dashboard — ASAP is the fastest route to operational action.
Ideal when you need to know immediately what went wrong. Outputs include current results + trends + filtering.
🟦 Shopper behaviour
You’ll understand how customers think, what they base choices on, and what ultimately pushes them to buy (or walk away). Great when the CX issue actually starts earlier — in the decision phase.
Useful when conversion stalls and you don’t know why; outputs include motivations, barriers, and segments for targeted change.
🟦 Spokojenost zákazníků
We measure customer satisfaction using NPS/CSAT/CES—either as a one-off pulse (quick diagnosis) or as ongoing tracking to manage trends over time. You won’t just get a “thermometer” score: we explain the why by identifying the main satisfaction drivers, differences across segments and channels, and what will move the needle most.
Ideal when you need to know how satisfied customers really are and what exactly drives it up or down. Deliverables typically include metrics + key drivers + prioritised recommendations (often in an online dashboard).
🟦 Customer experience management
We set up a system to continuously collect, evaluate and—most importantly—turn CX insights into action. Together we define the right metrics (NPS/CSAT/CES), reporting structure, benchmarks, and a clear operating model across branches, e-commerce and customer care—supported by dashboards and, where useful, integration with your internal data/systems.
Great when you don’t want to measure CX, but manage it: ownership, cadence, decision-making, and how insights become an actionable plan. Deliverables include dashboards for leadership and teams + recommendations + governance, and optionally real-time alerts.
🟦 Customer journey
We map and measure the customer journey across touchpoints so it’s clear where customers drop off, why they hesitate, and which “moments of truth” drive conversion and loyalty. For us, a journey map isn’t a workshop poster—it’s research-backed and ends with a practical prioritisation of improvements (quick wins vs. structural changes).
Useful when conversion is slipping, onboarding is painful, complaints are rising, or your omnichannel experience is inconsistent. Deliverables: journey map + moments of truth + a ranked list of improvements by impact.
How to choose
To decide fast, start with where the problem happens (branch / online / process) and how often you need data (one-off vs. continuous). If you’re tackling multiple topics at once, it usually makes sense to start with customer experience management and then assemble the right methods under it.
- Branches and frontline service — start with Mystery Shopping
- Online reputation — choose online review monitoring
- Continuous post-contact feedback — see ASAP Feedback
Customer experience (CX): how to measure it — and improve it
CX isn’t a single metric. It’s a set of moments where a customer gets a reason to stay — or leave. At NMS, you pick the method based on whether you’re dealing with branches, online reputation, pre-purchase decision-making, or you need continuous feedback right after contact. Often, the best approach is to combine journey mapping with satisfaction measurement and operational feedback.
- Mystery shopping shows the gap between the standard and reality in branches.
- Review monitoring reveals what customers praise and what they criticise repeatedly.
- Customer satisfaction (CSAT/NPS/CES) tells you “how much” — and what drives it.
- The customer journey identifies moments of truth and where customers drop out.
- CX management defines what to measure, how often, and who owns the changes.
- Shopper behaviour explains motivations and barriers that hold conversion back.
- ASAP feedback gives you a fast signal — when there’s still time to react.
- The best results often come from combining methods (diagnostics + management).
