Customer Experience Analysis

Get a Detailed View of the Customer

Engage customers, reduce customer churn, and drive new sales with comprehensive customer experience insights

Optimize the customer experience with a deeper understanding of their behaviors, perceptions, and preferences.

Hanover simplifies the complex customer journey using insights from customer data, survey results, and first-hand feedback. Using it, you will create an unparalleled customer experience based upon a comprehensive customer view.

Companies that tailor offerings to buyer segments secure 15% more annual profit.

Our customer experience insights give you an in-depth view of the customer situation

Voice of the Customer

Provides critical insight into the customer experience, including expectations, preferences, and habits, to understand how to most effectively reach your target audience through quantitative data analysis and qualitative feedback.

Customer Segmentation

Uses cluster analysis or decision modeling to differentiate customers into meaningful groups based on behavioral, attitudinal, demographic and psychographic data. Approaches can include buyer persona creation for each cluster through qualitative research methods such as interviews or focus groups.

Buyer Persona

Generates nuanced descriptions of buyer groups typically differentiated by a combination of demographic and psychographic characteristics. Approach uses qualitative research methods (e.g., interviews, focus groups, etc.) to generate buyer persona profiles.

Customer Journey

Provides comprehensive data into each phase of the purchase journey including measuring pathway to purchase, decision-making process evaluation, customer journey mapping, needs assessment, customer satisfaction, lifetime value, and churn analysis.

Pathway to Purchase

Identifies a customer or consumer’s purchase journey—from initial inspiration or challenge to final purchase. Research primarily focuses on the activities and key inflection points within the purchase journey, as well as identifying the impact of brand, channel, and specific product attributes on purchase decisions. Approach combines both quantitative survey and qualitative research to provide data on the path to purchase. 

Consumer Decision Making Process

This research seeks to deep dive into rationale for a specific purchase and uses qualitative in-depth interviews to examine purchase drivers and rationale.

Customer Needs Assessment

Identifies key elements of the customer’s experience with a brand, product, and/or service including needs, pain points, and challenges, as well as purchasing behaviors and what attributes are essential. Approach utilizes both quantitative survey and qualitative research to diagnose customer needs and pain points. 

Customer Satisfaction

Measures customers’ level of satisfaction with a brand, their likelihood to recommend a brand, and loyalty to that brand. Also uses ratings of brand statements and attributes to identify key drivers of satisfaction using quantitative survey methodology.

Learn more about our Customer Pulse Monitor.

Lead Scoring

Ranks and prioritizes leads to improve conversion rates and revenue using logistic regression models on historical sales data to predict conversion for each individual lead.

Featured Insights

Reports & Briefs
For nearly two decades, executives have prioritized customer experience, as organizations that excel in this area realize positive revenue impact, increased market share, and…
Reports & Briefs
Customer journey maps visualize the journey your customers take on their path to purchase, providing critical insights into how they make purchasing decisions. Journey…
Reports & Briefs
To keep pace with the evolving customer, organizations need to know whom to target, what influences their decisions, and how to reach them. Customer…

Join the companies securing 15% more annual profit