Satisfaction is a low threshold
    identify what truly drives loyalty
    Delight your clients, don't just satisfy them

    Identify how clients want to feel after experiencing your brand

    Identify the drivers of loyalty

    Identify the unstated reasons
    why customers leave

    Customer experience is the #1 requisite
    for a brand to exist and grow

    - Ernst and Young global study

    But understanding your customer's experience requires more than an NPS survey

    Satisfied clients leave

    We need to do better than just satisfy. Satisfaction is simply table stakes.

    NPS is not enough

    There is much more to experience measurement than NPS. NPS tends to focus on the transaction. But experience is a bigger, emotional construct.

    Do your "SAT scores" match your sales?

    There is much more to experience measurement than NPS. NPS tends to focus on the transaction. But experience is a bigger, emotional construct.

    The

    approach

    Understanding "experience" means uncovering your customer's emotional response
    to your stores, website, products, services team. Afterall...

    "Decisions are made emotionally, justified rationally"

    - Gerald Zaltman

    If we don't find the emotional motivations, we will have missed the real motivations

    The

    True North Market Insights: Market Research Firm simplified logo

    approach is designed to discover

    the emotional and functional drivers of loyalty

    The best approach for you depends on your industry and your situation.

    Qualitative Insights

    Interviews with current and former (if possible) customers. They will tell us the functional reasons for satisfaction, but we also listen for and probe on the emotional reasons.
    Learn more

    Virtual In-The-Moment Experience

    Sometimes there is nothing better than hearing from the customer while they are in the midst of the experience. This provides the opportunity to show us what they like or dislike.

    Complete Satisfaction Study

    This includes all of the hypotheses generated by the qualitative methods, adds management hypotheses, and captures quantitative feedback on all. A driver analysis is conducted to reveal which are the most important drivers.
    Learn more

    Pulse Surveys or Transaction-Based Surveys

    This zeros in on the more important metrics. It occurs either periodically or immediately following the experience, depending on the business. These are typically very short but with a large sample size so that results can be shared with a store, branch, office, etc. It also offers a 360 view to management.
    Learn more

    Problem Identification

    This is a tool to help you finetune your experience. This process identifies and quantifies problems, frustrations, and even nuisances.
    Learn more
    Identify the unstated reasons why customers leave
    Identify the real, unstated reasons why customers leave. Most studies capture the logical, surface reasons. When changes are made, retention does not increase. We identify the real, unstated reasons.
    Learn more
    Learn why you will have better insights with True North by watching these short videos.

    An overview of True North

    Uncover the real, unstated reason why customers leave

    Researchers love scales. The problem is, there are so many problems. There are better ways.

    The latest on how consumers make decisions (and it’s not on scales)

    We have led Fortune 500 Insight teams

    Your entire experience working with True North will be different. Our focus is not giving you data but giving you management-ready insights. This is why we frequently present to the highest levels of management.

    The project isn’t over until you
    get what you need

    We understand that delivering a PowerPoint deck is not the same as delivering insights. Our job is not complete until you get what you need. That may mean additional analysis or more presentations – without being charged more.

    Schedule a Call

    1. Set up a meeting

    Schedule a Meeting

    2. Discuss your situation

    Explain your situation and what you hope to deliver to your organization

    3. Get a plan

    We’ll build a plan specifically for you