Custom research
Customer Journey
Would you like to improve conversion and customer experience by truly understanding how your customers move through the journey in the construction, installation, and home improvement sector?
9.0
our client satisfaction
1.2m+
respondents
45+
countries covered
30 yrs
experience
Clients we helped with customer journey research
Why Customer Journey Research?
Customer journeys are no longer linear; they are complex, multi-channel, and constantly evolving. Understanding how customers move through your ecosystem is key to improving experience and performance.
Reveal experience gaps
Today’s buyers move fluidly between online and offline channels, interacting with multiple stakeholders along the way. Without a clear understanding of this journey, critical opportunities are easily missed.
Prioritise the right actions
Customer journey research helps you identify the moments that truly matter — from first awareness to final decision and beyond.
Optimise every touchpoint
Friction points often go unnoticed but can significantly impact conversion and loyalty. By mapping the full journey, you uncover where customers drop off, hesitate, or disengage.
Why USP?
Whether you want to optimise touchpoints, improve conversion, or align your organisation around the customer experience, we design research that delivers clarity and action.
01
USP has extensive experience in mapping complex customer journeys within B2B and B2C construction, installation, and home improvement markets. We go beyond assumptions and provide an evidence-based view of how customers actually behave. [usp-research.com]
02
With 30+ years of expertise, we help you understand not only your own journey but also how customers interact with competitors and the wider ecosystem.
03
With 30+ years of expertise, we help you understand not only your own journey but also how customers interact with competitors and the wider ecosystem.
Our research process
A proven methodology that delivers actionable insights on time and on budget
Discovery
We explore your customer journey challenges, objectives, and key touchpoints.
Design
We design a tailored approach to map behaviours, interactions, and decision drivers.
Fieldwork
Data collection across stakeholders, channels, and journey stages.
Insights
Translating findings into clear actions to optimise the customer experience.
How do we do it?
USP maps the full end-to-end journey to uncover behaviour, motivations, and barriers at each stage. Every study is tailored to your market, audience, and objectives.
Touchpoints & interactions
Where and how do customers engage with your brand across channels?
Decision-making process
Which factors influence customers at each stage of the journey?
Pain points & friction
Where do customers experience confusion, delays, or drop-offs?
Moments of truth
Which key interactions have the greatest impact on final decisions? [usp-research.com]
Benefits of working with USP
Customer journey research helps you move from fragmented insights to a complete, actionable understanding of your customer experience.
Turn insights into action
By understanding the full journey, you can prioritise the improvements that have the biggest impact on conversion and satisfaction.
Align teams around the customer
Customer journey insights help align sales, marketing, and product teams around a shared understanding of the customer experience.
Drive better business outcomes
Not every touchpoint matters equally. We help you focus on the moments that truly drive decisions, allowing you to invest resources where they deliver the greatest return.
What our clients say about us
Federico Itri
Associate Commercial Excellence Manager EMEIA at ASSA ABLOY Opening Solutions
We have a really good cooperation with USP, always great to do research projects together.
Contact us
Send us a message
Please contact our office or fill in the contact form and our specialists will contact you.
PHONE
+31 10 2066900ADDRESS
Max Euwelaan 51
3062 MA Rotterdam