Live dashboards Overall satisfaction, trends and ranking, updating with every response.
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
01Cómo trabajamos
One path, three stages.
We support you at every stage to improve your customers' experience.
01
Diagnosis & Design
We assess your customer-centric maturity with MMOC® and, with that diagnosis, design the CX and Voice of Customer program your organization can sustain today.
02Measurement & Management
We collect data at every touchpoint, in real time, with our software, and manage every alert with close-the-loop before you lose the customer.
03Go deeper
Brand, market and segment studies that answer questions ongoing measurement alone cannot.
02Clientes
Brands that already trust us.
Research consultancies, retail, consumer goods, services and higher education are already part of our work.
03Diagnóstico y Diseño
Before you design your CX program,
diagnose your maturity.
MMOC® is our own consulting methodology: it assesses the real state of your organization, from your value proposition to the capacity to sustain your customer experience over time, and defines what to improve and prioritize within a concrete strategic plan.
I want to diagnose my maturity →Strategic DirectionReal executive will to act on what the customer says.
Culture & PeopleTeams with the habit of using customer intelligence every day.
Operational ExcellenceProcesses that close the loop between every alert and a concrete action.
Organizational IntelligenceThe capacity to turn data into decisions someone executes.
04Programas
Measurement programs that improve your results.
Not a snapshot or a one-off report. We design the right program for your business —customer, employee, or both— and sustain it over time.
CX
Customer Experience
NPS, CSAT and CES across the entire customer journey. Measure every milestone —sale, post-sale, service— and spot where experience breaks down.
VoCVoice of Customer
Omnichannel capture —surveys, comments, social— and AI text analysis to understand the why behind every score.
EXEmployee Experience
eNPS, climate and 360° reviews. Because there's no great customer experience without teams that sustain it.
05Cómo 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.
06Software
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
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.
Pocket CX consultant Conversational AI 24/7 that interprets your data and suggests what to do.
Exports & integrations Connect results with your BI and your systems (CRM, ticketing) via API.
07Investigación & 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.
Category Benchmark
Benchmark studies to understand how your business is positioned against competitors in Experience, Brand Awareness and Positioning.
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%
For SMBs and businesses
The same technology, at your business's scale.
We also bring experience measurement to SMBs and customer-facing businesses: surveys, AI and your own customer database, even if you don't have one yet. Affordable, self-serve, up and running in 48 hours.
Discover ADA LAB for SMBs→ 08 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.
Let's talk
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.