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Purchase Experience

Why customers buy, what drives their choices, and how well the product or service delivered on their expectations.

Scope this study See pricing options



What it answers

1

Decision drivers

Understand what triggered the purchase, which options were considered, and what ultimately drove the buyer’s choice.  

2

 Experience performance

See how well the product or service delivered on expectations — what delighted, what disappointed, and what needs to improve.  

3

Growth opportunities

Identify strengths, weaknesses, and Category Entry Points to reveal where your brand can win future customers and build loyalty

10–15 minute chat survey that works backwards from the purchase to reveal the full decision journey using Redge’s guided fantasy approach — a conversational technique that helps respondents mentally retrace their steps and recall authentic thoughts and emotions.

The study explores:

  • What was purchased and when
  • Triggers that initiated the purchase
  • Consideration set — what alternatives were evaluated and why
  • Decision drivers and barriers (e.g. price, brand trust, convenience, features)
  • Moment of choice — what tipped the decision
  • Usage experience — how the product or service performed vs expectations
  • Strengths, weaknesses, opportunities, and threats from the user’s point of view
  • Identification of Category Entry Points and need states that led to the purchase

  • Report delivered within 24 hours of fieldwork completion
  • PowerPoint summary of the full purchase journey and performance insights
  • Insight into buyers - who they are and what matters most to them
  • AI-driven thematic and sentiment analysis of open-ended responses
  • Comparison of expectations vs experience to pinpoint satisfaction gaps
  • Opportunity/threat mapping and Category Entry Point analysis
  • Full datafile for further exploration by your team or ours

  • Extra audience segments (e.g. new vs repeat customers, channel type, or lapsed buyers)
  • Pre–post comparison after campaigns or product updates
  • Category Entry Point (CEP) tracking across time
  • Qualitative deep-dive on decision journey touchpoints

Frequently asked questions

Here are some common questions about our Purchase Experience study.

Reports are delivered within 24 hours of fieldwork completion. Most projects are completed in 3–4 business days, depending on audience and sample size.

You’ll receive a PowerPoint report with:

  • Charts of key decision and satisfaction metrics
  • AI-driven sentiment analysis of qualitative feedback
  • Expectations vs performance comparison
  • Opportunity/threat mapping and Category Entry Point insights
  • A datafile for further analysis

Respondents are guided through a short ‘guided fantasy’ recall exercise, designed to help them mentally retrace their steps from the moment of purchase back to the initial trigger. This conversational approach surfaces deeper, more authentic memories — what sparked the need, which options were considered, and what finally tipped the decision — providing a vivid picture of how buyers think, feel, and choose.

Anything — products, services, experiences, or memberships. The framework adapts to any category where a customer has recently made a purchase or completed a transaction.

Redge typically sources respondents through PureSpectrum or Cint for general population or category-targeted audiences. For verified recent buyers, we partner with Fonto, which uses transactional data to identify and survey consumers who have actually made a purchase — ensuring results reflect genuine buyer behaviour.


Alternatively, clients can send the survey link directly to their own verified customers or members, which can be an efficient and cost-effective way to capture real purchase experiences from your existing base.


Sample is always scoped and charged separately, based on your audience definition and chosen sourcing method.

 Yes — results can be segmented by new vs repeat buyers, purchase channel, or demographics. The level of segmentation depends on sample size per segment, which we’ll confirm during scoping.

Yes. The Purchase Experience study is ideal for journey mapping, identifying pain points and opportunities across discovery, evaluation, purchase, and usage.