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AI + human expertise for
cleaner, faster, more reliable
quantitative research.
cleaner, faster, more reliable
quantitative research.
CX & Loyalty
Turn customer experience into your strongest growth driver
Outward Intelligence helps CX and loyalty teams track satisfaction, map journeys, and uncover retention drivers with stable, representative data, delivered in real time.
Why CX and loyalty insights matter
Retention and advocacy don’t happen by accident. To improve experience and loyalty, you need to know exactly what’s working, what’s breaking, and where to act, fast.
Track satisfaction with precision
Measure experience, effort, and advocacy continuously. Identify shifts in sentiment early so teams can address them before they affect retention or revenue.
Map journeys that drive action
Understand the end-to-end customer experience — from discovery to repeat purchase. Uncover friction points and high-value moments across every touchpoint.
Strengthen loyalty and retention
Discover the factors that build long-term relationships. Use insight to improve onboarding, service design, and loyalty programs that actually connect.
Fast, reliable CX research built for modern teams
Outward Intelligence combines expert research design with AI-powered fieldwork and analytics — delivering customer insights in hours, not weeks.
Use Cases
How CX and loyalty teams use Outward Intelligence
One platform for understanding, improving, and sustaining customer experience.
Experience and satisfaction tracking
Track key metrics like NPS, CSAT, and CES across time and touchpoints to understand what drives satisfaction and where to intervene.
Journey mapping
Identify how customers move through your ecosystem and what influences their decisions, emotions, and loyalty at each stage.
Retention and churn analysis
Pinpoint what keeps customers coming back and where they drop off. Diagnose churn risk and act before it compounds.
Loyalty program optimization
Evaluate program effectiveness, rewards, and messaging to ensure loyalty initiatives deliver measurable impact.
Measure your actual customers
Outward Intelligence connects directly to your CRM and customer database to collect feedback from the people who matter most — your real customers, not a panel.
Relevance
Relevance
We work with your existing customer lists, loyalty members, and CRM segments. Every respondent has a real relationship with your brand, ensuring that feedback is grounded in experience.
Integration
Integration
We can ingest your CRM data, create unique survey links with customer identifiers, and tie responses back to individual profiles for deeper analysis and tracking.
Quality Control
Quality Control
AI and human checks monitor engagement, open-end quality, and response consistency. Low-effort or disengaged responses are removed automatically.
Representation
Representation
We set quotas across your customer segments — by tenure, spend, channel, or region — so every wave reflects your true customer mix.
Security
Security
All integrations and identifiers are handled securely and in compliance with data privacy standards, protecting both you and your customers.
Expert-led from design to secure delivery
We design, implement, and manage every step of your customer research — integrating seamlessly with your CRM for fast, safe, and private data collection.
Step 1
Design your research plan
We collaborate with your team to define goals, audiences, and metrics. Our researchers design the survey, write the questionnaire, and build the research framework tailored to your customer base and lifecycle.
Step 2
Connect and launch
We program and test the survey, then provide your CRM team with a master survey link that can be appended with unique customer identifiers. Your tech team sends the survey directly to customers, and we ensure everything is secure, compliant, and easy to implement.
Step 3
Ingest and analyze
Results stream into your live dashboard. We interpret findings, highlight key implications, and provide recommendations for strategy, innovation, or planning.
Step 4
Deliver insights securely
Results appear instantly in your dashboard. Our team helps interpret findings, segment results, and translate insights into retention, experience, and loyalty strategies — all while maintaining strict data privacy and security standards.
