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CRO Customer Research

Customer Survey

Uncover your users’ challenges and motivations through direct feedback to gain actionable insight into their needs and expectations.

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12+ Years in the industry

530+ Full Scale CRO Programs

What is it?
Do you need it?
How it works
What you will receive

What is it?

The voice behind your conversion data.

Numbers show behavior. Customer tell the “why.” Without direct feedback, you miss the motivations, frustrations, and unmet needs that drive users away.

The Customer Survey with open-ended feedback and Net Promoter Score (NPS) analysis identifies the motivations and challenges users experience when interacting with your website, brand, and product. It reveals emotional drivers, pain points, and loyalty indicators that influence retention, advocacy, and conversion.

Do you need it?

When it is recommended

You want your customers to know their opinion matters

When customers feel heard, loyalty increases. Without a structured way to collect and act on feedback, valuable insights are lost. The Customer Survey opens that dialogue and captures meaningful input..

You need to understand why your users did not convert

Not every frustrated customer complains – many simply leave. Without direct feedback, the reasons behind drop-offs remain assumptions. Surveys capture perspectives from both converters and non-converters to uncover recurring themes.

How it works

The key milestones

01 Survey Build

First, we create open-ended questions in the customised survey to capture qualitative insights.

02 Participant Segmentation

Next, we target converters, and even more importantly, those that didn’t convert to uncover the underlying motivators and challenges they encounter.

03 Responses Theming & Analysis

Then, we analyse individual responses and categorise them into themes to yield quantitative data insights.

04 NPS Calculation

We review responses from promoters and detractors to identify key patterns and calculate Net Promoter Score (NPS).

05 Findings Markup

Lastly, we identify and document findings including detailed commentary and solution recommendations.

What you will receive

The deliverables included in this service

Survey and NPS Analysis & Recommendations Report

A detailed report with screenshots, commentary and actionable recommendations.

Raw Data Export

Complete access to all survey responses and NPS data.

Repository of Integrated Insights

A centralised collection of all insights from the study.

Report Presentation and Q&A Session

A live session to walk through findings, discuss recommendations, and answer your questions.

GA4 Tracking Issues Resolution

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Book a demo to explore our Customer Survey tactic and take the first step toward higher conversions.

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More ways we can help

Packages

Usability Studies

Want to hear directly from users in real-time sessions? Usability Studies are live, one-on-one sessions where customers complete real tasks on your website, revealing how they think, what they expect, where they hesitate, and which points of friction disrupt core journeys.

Competitor Review

Ready to see how your competitors are performing? The Competitor Review reverse-engineers their strengths to help you close the gap, lead the pack, and act on opportunities to outperform, not just keep up.

Information Architecture

Looking to guide your users effortlessly to the right content? The Information Architecture reviews the structure of your global, main, and footer navigation so users can find what they need intuitively and efficiently.

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FullStory captures and analyses user sessions to uncover friction points and optimise digital experiences.

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Hotjar reveals how users interact with your site through heatmaps, recordings, and feedback tools.

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Get inspired with some success stories

All Case Studies

We’ve partnered with Conversion Kings for over three years across a range of initiatives including tracking, UX, and new website design. The experience has been consistently exceptional. From initial engagement through to delivery, the team brings professionalism, clear communication, and efficient execution to every project.

Piyush K • Marketing Manager • SilverChef