Analysis of website analytics data to determine overall performance, performance by segment, e.g. device, channel, user type, analysis of on-site behaviour or digging into the impact a specific element or piece of functionality has on performance and user experience.

Session recording analysis involves watching recordings of real users interacting with the website, using a tool added into your website code. Recordings show the pages users view, where they scroll and click, and their mouse movements. It's also possible to see things like "rage clicks" where a user clicks on something multiple times in frustration.

Analysis of data housed within existing CRM (Customer Relationship Management) tool / database, e.g. Salesforce, Pipedrive, etc. to understand customers and potential customers challenges, pain points, blockers, decision making process, etc. on a large scale and identify nuances between different customer types.

A customer survey sent out via email to your customers (ideally segmented by customer type, e.g. new customers, recently lapsed customers, VIPs, etc). Typically the goal of a customer survey is to understand customers perception of your product/service, to understand what problem/s your product/service solves for them and any improvement areas based on their experiences.

Usually 30 minute - 1 hour sessions run on a one-to-one basis either in person or remotely on Zoom, Teams, etc. Customers are recruited via email database and should ideally be incentivized for their time, e.g. a discount code or gift card.