Experience Your Service as a Real Customer Would

Trained evaluators assess every touchpoint in your user journey.

The Problem

You have designed a customer experience. You have trained your team. But what actually happens when someone walks in, calls, or clicks through?

You design experiences in meeting rooms. You write scripts, train staff, build journeys. But you don't know what actually happens when a real customer walks in or calls. The gap between intended experience and delivered experience is where revenue leaks.

The Solution

Trained evaluators go through your complete user journey as real customers — onboarding, support, purchase, returns. Multi-channel assessment across digital and physical touchpoints. Structured reporting with scenario-based protocols so findings are comparable and actionable.

A detailed gap analysis between your intended experience and your delivered experience. With specific, actionable recommendations for every touchpoint.

What You'll Achieve

Evidence-backed strategic recommendations
Clear understanding of customer needs and market dynamics
De-risked decision-making for leadership
Actionable insights with prioritized next steps

QualitativePerfect for Management / Strategy

What You Get

Scenario-Based Evaluation

Predefined scenarios ensure structured, comparable assessments across locations and channels.

Multi-Channel Assessment

We evaluate digital, phone, in-store, and support touchpoints — wherever your customers interact.

Structured Reporting

Standardized scorecards with actionable recommendations for every evaluated touchpoint.

How It Works

STEP 1

Design

Define evaluation scenarios, channels, and scoring criteria with your team.

STEP 2

Evaluate

Trained evaluators complete real customer journeys across all defined touchpoints.

STEP 3

Score

Rate each touchpoint against your defined standards and industry benchmarks.

STEP 4

Report

Detailed gap analysis with prioritized recommendations per channel and location.

Tailored to Your Needs

Every project is different. Let's discuss your specific requirements and create a custom proposal.

Book a Discovery Call

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What Our Clients Say

Real feedback from teams we've worked with

The user research that was done by Marc and his team was the best investment we made! The comprehensive insights we got from it have helped us sharpen our product and even break some of our assumptions. This way, we could launch an MVP that is really focused on our users' core needs and bring real value with our product. User research is so crucial and the early on you do it, it saves so much production and marketing costs down the road. In short, highly recommended!!

Inbar Fruchsad Weil

Venture Builder

Mavie Next

Busch Labs/RUF have been an amazing partner for my team and THQ Nordic when it comes to qualitative studies for our video game projects. We were struggling to find partners that were able to adapt to our rapidly changing requirements and short timelines, but Busch Labs continuously went above and beyond our expectations. This is true for recruiting, play sessions, as well as reporting. On top of that, they also helped us strengthen our own internal knowledge and processes when it comes to UX. Marc and his team are very unique, and I strongly recommend them to anybody who has UX-related needs.

Frank Kofler

QA & UX Manager

Working with Busch Labs on usability research for our mobile inspection solution was extremely valuable. The user testing helped us identify key improvements and simplify the guidance, making the overall experience much more intuitive. We also saw a clear improvement in performance, as users now better understand how to use the solution as intended. Marc was great to work with! Very responsive, flexible to our needs, and able to recruit the right users for our specific use case.

Lucie Papelier

Product Manager