Traditional post-event research can mask the true range of feelings about experiences involving several stages, such as on-boarding. The research often takes place after the process ends, by which point, respondents’ reactions to their experience is coloured by the most recent interaction or the halo effect of completing the journey. The ups and downs of the experience are smoothed, and granular operational service insights are lost. 

Tracktion is a powerful deep-dive methodology, which offers insight at every stage of a customer’s journey with an organisation.