employee experience excap

Employee Experience - EX

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Elevate Employee Experience

Welcome to Excap, where achievements translate into award-winning results in the realm of employee experience. Our strategically designed research equips you with the perfect tools to drive lasting improvements in employee experience, reduce absenteeism, navigate reorganizations, and curb turnover.


The Power of Employee Experience

The success of an organization hinges on the synergy between organizational objectives, employees, and customer satisfaction. From overall strategy to workplace ambiance, from revenue to perception. Measuring employee experience plays a pivotal role and forms an integral part of Excap's expertise.

Beyond Mere Satisfaction

At Excap, we go beyond satisfaction measurement. Our employee surveys are founded on a comprehensive model encompassing three layers. On one side, we gauge factors influencing employees' attitudes and behaviors. These factors, in turn, have a direct impact on the outcomes achieved. We assist our clients in reducing attrition and absenteeism, increasing the eNPS (employee Net Promoter Score), and enhancing overall employee experience.

Scientifically Validated Success

Our approach is grounded in scientific validation. This is the result of in-depth research conducted in collaboration with leading entities such as insinto and the Vrije Universiteit Amsterdam. This endeavor led to the development of our Employee Experience Index, a methodology combines all scores into a holistic KPI.

A Universal Approach Across Sectors

Retaining talent, fostering employee development, and cultivating an optimal team atmosphere transcend industry boundaries. Hence, Excap collaborates with companies across diverse sectors including education, travel, finance, and healthcare. For the healthcare sector, in particular, we offer an informative minilecture delving into effective employee surveys.

Beyond Scores: Identifying Impact

We pick up where many other surveys conclude: at score analysis. For us, it's not just about the scores themselves, but about comprehending the aspects with the most significant impact. This might entail both low- and high-scoring facets. Our research delves into identifying the drivers behind attitudes and behaviors, addressing pivotal questions such as: What are the pain points prompting employee departure? And: What reasons do employees have for recommending your organization as an employer?

Bridging Employee and Customer Experience

At Excap, we believe in the inseparable link between employee and customer experience. Organizations investing in employee experience (EX) often reap benefits in the form of positive results in customer experience (CX). From enthusiasm to knowledge, motivation to organizational culture, contented and vital employees radiate positivity to customers.

CEO and Managerial Advantages

  • In-depth insights into employee experience
  • Validated overview of action items
  • Appreciative moment of employee attention
  • Tools to mitigate absenteeism and turnover

HR Manager Benefits

  • Effective comparison across various departments
  • Thorough policy assessment
  • Concrete input for targeted improvement actions
  • Pointers for fostering vitality and employee contentment

Proofs of concept

For Holland Casino, excap managed to improve the employee experience by detailed mapping of the employee satisfaction and performance.

Excap developed a system for Transavia in which, via a dashboard, one can get continuous insights about improvements to the experience for cabin crew and other staff. This case won the presentation award at the 2015 MIE (the marketing congress of the Netherlands).

At Excap, we go beyond measurement. We provide insights and aid organizations in growth through enhanced employee experience. Together, we create a workspace where employees thrive and organizations flourish.


  • What types of Mystery Guest Researches are there?

    There is a very wide range of researches. We can best classify them into three broad categories: for customers, for employees and for others. The latter is more about quality audits, candidate experience and discrimination surveys. > All surveys > Read more

  • Is Mystery Guest Research also used for online journeys?

    Absolutely. An online customer shops differently compared to a customer in a physical shop. Online Mystery Shopping exposes the bottlenecks in your webshop, so that you can improve the online experience. The entire buyer journey is measured, up to and including the return of the purchase.

  • How do Customer Journeys and Mystery Guest Research go together?

    In a Mystery Guest Research, we go through all the steps of the Customer Journey. At each step we measure how this step contributes to an excellent Customer Experience. Unique to our method is the ExperienceCapture in which conscious and subconscious emotions are recorded for each step.

  • What criteria determine the cost of a good Mystery Guest Research?

    Each research consists of Project Management, Briefing, Execution & Reporting. The cost for execution is the biggest part. This cost is influenced by the number of measurements to be performed, the complexity and length of the assignment and the profile of the Mystery Shopper. > More information

  • What is the impact of Mystery Guest Research on CX and EX?

    Thanks to the innovative reporting tools and the frequency of the measurements, you gain insight into the results in order to subsequently formulate action-oriented conclusions. Your impact will be: higher customer and employee satisfaction and higher turnover.

  • Can I monitor the results during the Mystery Guest Research?

    The results are brought together in a visual and user-friendly dashboard. The results and progress can therefore be followed live. You can consult the dashboard on desktop, tablet or mobile and that you can export the reports. Read more >

  • How do I get the right insights from the many data and data sources?

    Many companies collect more and more data from their customers. This concerns data from their own systems as well as data from external (research) partners. Excap can help to connect these different data sources so that overarching insights arise to realise a final impact.

  • What practical examples are there?

    Every week we publish new insights on Customer Experience and Employee Experience. We find it important to share our own expertise with our network. Or we let excap's ambassadors have their say: satisfied customers with whom we made a real impact.

  • Does excap Mystery Guest Research also take place outside the Benelux?

    Definitely! Thanks to our extensive network of partners and years of experience with international projects, we carry out Mystery Guest Research all over Europe (and beyond) and also Audits, Customer Journey Research, Consultancy and Qualitative Research. > To find out more

  • How can I research the Employee Experience?

    Employee Experience is measured within different groups of employees, investigating different departments. Such a survey > research usually takes place once per quarter, but ideally every fortnight. In this way, progress and policy can be monitored and adjusted immediately.

  • Why is the feedback from mystery shoppers reliable?

    Our mystery shoppers receive an extensive briefing before the start of their assignment so that they are always well prepared. The number of assignments per mystery shopper is limited in order to guarantee quality. On top, there's an internal control before the delivery of the final results.

  • Who are the mystery shoppers from excap and how big is our database?

    Our database of over 5000 mystery shoppers consists of very different people. From young to old, from make-up lovers and handymen to teachers and engineers. Our mystery shoppers are carefully selected by our recruitment team. Read more >

  • Can I ask an additional question?

    Of course. Ask your question by using the contact form and you will receive an answer as soon as possible. > Contact us