CUSTOMER EXPERIENCE MEASUREMENT

Measure just how much your products and services are meeting consumers’ expectations.

The most widely adopted modern description of Customer Experience Measurement is “the evaluation between what was received and what was expected”. Customer Experience Measurement is a professional core competency at Consulta Research. This unique offering has been founded on focused post-graduate research and continued scholarly contact with the world’s leading thinkers in the arena of Customer Experience Measurement. Two decades of research have been integrated into our proprietary Consulta Customer Satisfaction model, which harnesses a best practise approach. We call it a “new paradigm in Customer Experience Measurement”.


Consulta Research has research capabilities that span the total domain of most popular research designs and methodologies. This includes most of the intermediate and advanced analysis and statistical analysis methodologies.

The most comprehensive literature repository on Customer Experience Measurement

We don’t believe in using standardised, off-the-shelf packages or models of measurement, because we feel these models tend to generalise, rather than focus on the contextual complexities of a project. We do, however, have the most comprehensive literature repository on Customer Experience Measurement since the mid-eighties — currently containing more than 2 500 statements of Customer Experience Measurement from more than 700 literary sources.

Although based on the latest scientific development in this field of study, our Customer Experience model fits comfortably with existing scientific measures such as SERVQUAL. We believe in ensuring a scientifically sound conceptual basis of development for any new model development that we tackle. This conceptual model takes in account everything we’ve learnt in literature — and through our vast experience in developing Customer Experience Measurement models. Consulta is primarily known in the market for our specialised scientific knowledge and expertise in model development. Our link with the University of Pretoria provides us with the scientific background and knowledge base to develop truly reliable and valid measurement models.



We have a proven track record in the creation of new research instruments and measurement models for our clients. This claim is borne out by the amount of new instrument development we are commissioned for in any given year — an estimated 40% plus of our non-tracking research work in a year.

At Consulta Research we make it our business to stay in touch with the most recent scientific developments in the measurement and research field. We view change and transformation as an opportunity to apply fresh thinking. Our philosophy is to enable you to successfully manage change — to resolve complex, dynamic challenges — with a watchful eye on future developments.