Customer Experience
NPS, CSAT and CES across the entire customer journey. Measure every milestone —sale, post-sale, service— and spot where experience breaks down.
Customer Experience · Voice of Customer
Your customers'
experience, measured
in real time.
ADA LAB is the market research and experience measurement ecosystem. We capture your Voice of Customer at every touchpoint, analyze it with AI, and turn it into decisions and actions.
0
Responses collected
0
AI-powered analyses
0
Average NPS
↑
CSAT
4.6
NPS en vivo
+72
We measure experience in
RetailBanking & InsuranceTelcoHealthcareServicesPublic Sector
01Programas
Measurement programs that improve your results.
We don't hand over a report and leave. We design continuous programs that listen, alert and close the loop with every customer — so you retain, get recommended and grow.
Voice of Customer
Omnichannel capture —surveys, comments, social— and AI text analysis to understand the why behind every score.
Employee Experience
eNPS, climate and 360° reviews. Because there's no great customer experience without teams that sustain it.
02Cómo funciona
From question to action.
One single flow.
An all-in-one ecosystem powered by AI. Each step turns on the next.
01
Collect Listen
Omnichannel surveys at the exact moment of contact. Email, SMS, WhatsApp, QR.
02
Analyze Process
AI that classifies, scores sentiment and cross-references variables in real time.
03
Insight Discover
Live dashboards that show the key drivers and where the risks are.
04
Manage Act
Alerts and close-the-loop: every detractor is handled before you lose them.
03Investigación & Estudios
Before measuring experience, we understand the market.
We are, first and foremost, a market research house. Top-tier qual and quant studies to decide on brand, portfolio and strategy — on the same platform that measures your experience.
Brand Awareness & Positioning
Top of mind, spontaneous and aided awareness. Brand attributes and image, perceptual maps and continuous brand-funnel tracking.
Strategic Studies
Segmentation, Usage & Attitudes (U&A), needstates and conjoint, market size and potential, customer journey and concept testing.
Qual + Quant Research
Focus groups, in-depth interviews and online communities, combined with robust surveys and representative samples.
Mapa de posicionamiento
PERCEPTUAL MAP · PRECIO × CALIDAD PERCIBIDA
Calidad ↑ Calidad ↓ Precio + Precio −
Tu marca
Comp. A
Comp. B
Comp. C
Comp. D
Embudo de marca
BRAND FUNNEL · CONVERSIÓN POR ETAPA
Notoriedad84%
Consideración61%
Preferencia38%
Top of mind22%
Tracking trimestral n = 1.200 Margen ±2.8%
04Plataforma
Your whole experience operation, on one screen.
A single platform to collect, analyze and act on your customers' experience — in real time and on any device.
I want to see it in action → Datos en vivo
Live dashboards Overall satisfaction, trends and ranking, updating with every response.
Management & alerts Detractor notifications and response rate so you can act in time.
Applied AI Artificial intelligence to categorize, analyze and communicate the results.
Instant segmentation Filter by branch, channel, segment or period in one click.
Multi-device The same data on desktop, tablet and mobile — for the field and for management.
Exports & integrations Connect results with your BI and your systems (CRM, ticketing) via API.
05 FAQ
Frequently asked questions
What exactly does ADA LAB do?
We are a market research and customer experience measurement firm. We design continuous CX and Voice of Customer programs, and strategic brand and market studies, on a centralized technology ecosystem powered by AI.
How long does it take to implement a CX program?
A standard Voice of Customer program is up and running in 2 to 4 weeks, depending on the number of touchpoints and the integration with your systems. Your ecosystem could even be measuring within 48 hours.
Do you work with companies in my industry?
We have worked with companies across industries: Retail, Banking & Insurance, Telco, Healthcare, Services and the Public Sector, adapting methodology and benchmarks to each.
Can I see the platform with my own data?
Yes. Book a demo and we'll show you how an ADA LAB CX and Voice of Customer program looks on a dataset representative of your operation.
Ready to truly listen to your customers?
We'll show you how an ADA LAB CX and Voice of Customer program looks on your own data.