Explore our multidisciplinary approach to tailor end-to-end solutions for your business

Putting your customer back in the driver’s seat.

Services Voice of customer research

Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.

On the ground insights

Good VoC research goes beyond just sending out surveys and hoping for kind comments. It digs deeper, and shifts from collecting aggregate data to collecting information about each individual. Most importantly, it asks the right questions. While collecting feedback has always been an important part of marketing, it’s knowing how to use this feedback to constantly improve on your offering that will set you apart from your competitors. You need to be speaking directly to your customer’s ever-changing needs.

Take a look at our 10-minute explainer video on how we use our True Voice of Customer Programme to increase a company’s sales by up to 30%. Purposefully designed with three unique stages, this framework is a game-changer for businesses as it takes them from being genuinely customer-unaware to customer-centric.

Interested to see how our True Voice of Customer programme can increase your sales by up to 30%?

Watch our Explainer Video now.

Types of research we offer

Strategic client research

This involves conducting strategic research with key decision-makers and stakeholders. This study’s findings reveal how well you are meeting your customers’ needs and demands, as well as identifying key areas of risk, which is detrimental to client retention.

Operational research

At the management level, we conduct operational research to provide insight into your day-to-day operations. You’d be surprised how much of what happens at this level either enhances or detracts from your client’s experience. Understanding what needs to be improved internally to meet the expectations of your customers is a key takeaway from our operational level.

Customer focus groups

Our expert research facilitators lead focus groups to collect feedback and actionable insights from your customers. Our approach is collaborative, putting participants at ease and engaging them. Our collaborative methodology not only tests customer sentiment, but customers are more likely to be truly open and honest because we are independent of your company. While feedback can be negative at times, it is extremely beneficial in developing deeper relationships with your clients.

Employee engagement research

Often an overlooked area in companies, employee research helps us to gain a thorough understanding of employee work satisfaction and involves a deep dive into what’s making them happy or unhappy. We then work closely with your team to design practical solutions that empower them, and improve productivity, customer service and overall performance.

Mystery Guest Shopping Experience

Sometimes becoming one of your customers is the best way to understand them. Our mystery guest and shopper services give you firsthand knowledge of what your customers do. To rigorously test your operations, products, and customer service, we use a network of highly experienced mystery shoppers who gather information from all sectors. By the end of the process, they will have a list of what you’re doing well, what needs improvement, and how you can improve the customer experience.

Our clients’ experience


"nlighten will always be a partner that we can use for research and as a sounding board. They have assisted with tactical business projects where we needed some immersion work to be done to inform the way forward for those projects We see them as a trusted partner who offer thought leadership and insight into global best practice. We need to continuously be innovative, and I believe that this is the area that nlighten adds value. "


Get in touch

Are your CX senses tingling?

If you’d like to know more about the services we offer, send us a message and we’ll get back to you.

Enhance your CX to take your business to the next level.
Customers remember the service a lot longer than they remember the price.” Lauren Freedman, Author, It’s Just Shopping

Our Approach

In many B2B organisations, 20% of your key clients will give you up to 80% of your sales. To ensure that you retain this key business, you have to be willing to really listen to what your clients are saying. This can sometimes generate some hard-to-hear results, which is why using an outsourced CX service provider can assist with a more objective analysis. Our approach is to partner with you to enhance your customer experience, in every interaction, from the outside in.

To this end, we have grown a prominent network of local and international customer experience experts, allowing us to combine international best practice with local insight.

By partnering with us, we will work with you to develop a fail-proof CX plan that will:

Our Goals
Grow your market share
Our Goals
Build overall business resilience
Our Goals
Boost brand value


We use a multi-disciplinary approach to tailor end-to-end solutions for your business.


VoC (Voice of Customer) Research

Our in-depth Voice of the Customer research (VoC) uncovers deep insights into what your clients actually think about doing business with you. Our promise with our VoC offering is to give you meaningful, actionable insights that work to retain your clients and grow your business.


Real-Time Research Platform

To help our clients proactively address their customers’ needs in real-time, we have developed nsights; a proprietary online platform that allows immediate access to customer feedback in a seamless and easy-to-use way.



By extracting key customer research insights, we develop an action-focused CX strategy that is in line with your business goals. This strategy provides your team with a solid CX blueprint that they can follow, which will ensure everyone is on the same page, and working toward a shared vision.



Equip your management teams with the framework, knowledge, and skills to deliver world-class customer experiences. We offer various open and customised CX training, as well as our signature SETA-accredited Train-the-Trainer Programme.


Customer Journey Mapping

Used by the world’s most successful businesses, Customer Journey Mapping (CJM) has become the go-to method for designing and redesigning the customer experience. An indispensable business tool, we teach you how to think like your customer and experience your product or service as they do.


Customer Experience Redesign

Using key design thinking principles, we’ll help you redesign and optimise your existing customer journey, as well as work to identify and develop new best-in-class experiences.


Improve your
customer experience.

nlightencx shares the latest CX tips, trends and articles on how to create the ultimate experience for your customers.

Contact Us