The solution has been designed to gather customer feedback across a brand’s various touch points, including web, mobile, social media, brick and mortar. It combines lab, online and field-based research activities to gather context-specific customer feedback.

“Research has shown us customers expect all channels to be connected and available, wherever and whenever they want,” said Jason Vasilas, senior user experience strategist and creator of the USC’s Omni-Channel research solution (pictured). “We’re seeing that companies who provide these seamless experiences yield higher satisfaction and retain more than twice as many customers as those companies that don’t.

“With this shift in consumer expectations, we developed our Omni-Channel solution to help companies provide the best possible experience as users move across multiple channels in their customer journey with a brand.”