Customer Experience – Effective Research Tools

What are the similarities between website optimization, product design, and content strategy? They should all begin with extensive research based on customer experience.

You can do many things if you go in blind, but a solid customer experience may help you with the outcomes that count – gaining new customers and maintaining existing ones.

With good research, you may begin to learn everything there is to know about your target audience. Do you know what your users’ pain points are? What about how they interact with your platform?

When you have the answers to these kinds of queries, you’ll be able to make easy modifications that you hadn’t considered previously and create more efficient changes.

Nonetheless, obtaining those elusive insights is far from straightforward. However, like with all essential things, the end product will be worth your time and work.

Not sure where to begin? Let’s look at some tools that might help you understand your audience through relevant research and examine innovative approaches to getting the most out of your visitors.

Customer Research

It is critical to understand how your regular customers act while on your website or product.

The following are some of the key features:

1) Session Recording:

You may view entire user visits by using instant replays. Aside from the recordings, which can show you the issues and pain spots people are experiencing, you can also filter and organize your users.

These can be based on a range of characteristics, ranging from their operating system and performance to all of their interactions.

2) Interactive Heatmap:

All aspects, both static and dynamic, may be tracked in real time. Filtering users is also accessible for heatmaps, which may be used to determine where and how users leave your website the most.

3) Customer Feedback:

Users may also provide real-time feedback on each page. There are possibilities for both quick visual feedback and NPS based on defined user segments.

You may see replays for particular users who provided a poor score and gain insights into what went wrong with their session by connecting them with session recordings.



If you’re unsure whether the user experience you planned will work, you may utilize a collection of reports to obtain the answers you need (and hit your goals along the way).

Acquisition reports: This tool aims to optimize user acquisition by assessing factors such as traffic sources and their influence on outcomes, landing page efficiency, and sign-up process conversion rate.

The following are some of the key features:

1) Revenue Reports:

This is a feature that is still in the works. It focuses on bringing together the company’s revenue and user engagement indicators to assist you in answering concerns about customer value and the impact of churn on revenue.

2) Retention Reports:

You may also use this tool to track how successfully you retain newly onboarded customers, the retention rate of those who did not complete the process, and the variations between returning and churning accounts.

3) Onboarding Reports:

These are an excellent technique to examine your product’s user activation procedure. The number of new accounts and the onboarding process is reviewed, the time required to get new users started, activities that they take between phases, and effects on the completion rate.

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Customer PayPal Dashboard


Manfred Tijerino
Manfred Tijerino
Founder & CEO of Radix Haven, the software that helps SaaS and eCommerce to grow revenue by providing real-time analysis and tools to improve over +100 business KPIs. Before Radix Haven, Manfred was the Chief Data Scientist for a Virginia-based Online Marketing Agency, and more than ten years in the tech industry.