Enrich Customer & User Experience

Great experiences don’t happen by accident – they’re designed.

At Gusto, we help you truly understand how customers, users, or members interact with your business across every touchpoint, and what matters most to them along the way.

From digital platforms to in-person services, we combine qualitative and quantitative techniques – along with behavioural analytics – to map out journeys, uncover pain points, and identify the ‘magic moments’ that build loyalty and trust.

Whether your audience is B2B, B2C, or somewhere in between, our integrated approach helps organisations turn insight into action.

What We Offer

Some of the ways we support clients in this area.

Journey Mapping
(B2C, B2B, member experience)
UX & Digital Optimisation
CSAT & NPS benchmarking and tracking
Full-service integration
(Qual + Quant + Analytics)

In Practice

Here’s how we’ve turned insight into action.

Global Stakeholder Journey Mapping

A global professional body wanted to secure and grow its membership by enhancing stakeholder experience.

We ran 72 in-depth video interviews across three key audiences to map out their full journey.

From identifying ‘red flags’ in service delivery to pinpointing moments of delight, our insight laid the groundwork for a benchmarked quant study (1,800 participants), giving the client a clear strategy to improve digital services and drive loyalty.
Member Experience for a Medical Indemnifier

We helped an international medical indemnifier better understand what drives member loyalty.

Starting with qualitative depth, we developed a framework that fed into a 3,000-respondent quant programme across four markets.

The insight shaped a powerful NPS model tied to specific touchpoints, giving the organisation a roadmap for improving service, retention, and acquisition — and earning Gusto a finalist spot at the Engage Awards for Best Use of Customer Insight.

Gusto At Work

Trusted by organisations in healthcare, finance, retail, and beyond.

Client feedback: Monster

Gusto are an extension of my Insight and Analytics Team and not just another agency we work with. I have worked with Gusto for a number of years on a wide variety of projects ranging from proposition development to service involving qualitative and quantitative methodologies.

The team has been extremely efficient and they really understand our business, marketplace and the internal audience which is vital in ensuring the research outputs and recommendations are adopted by the business.

Explore More

Take a look at the other ways we help clients drive impact.

Brand Health & Communications Development

From brand positioning to message testing, we help ensure your communications resonate – especially in complex or regulated markets.
Learn more
Create Motivating Products & Services

We help you refine and validate new propositions before launch – from functionality to pricing – using insight that helps drive successful market entry.
Learn more
Understanding Your Audience

We specialise in understanding complex or underserved audiences. Through thoughtful research, we help bring their needs and experiences to light.
Learn more