Your Customer's Voice is Your Next Opportunity
We measure your customer's satisfaction levels to help you identify opportunities which can enhance and increase customer loyalty. We help you improve every moment of the customer journey.
From Customers to Data to Insights
A well developed CX strategy can effectively measure the quality of interaction with your most valuable resource, your customers. A positive customer experience is created through a customer-centric vision manifested throughout all departments and in all interactions.
Good customer experience implies that a customer's needs and expectations are met during all points of contact with your brand. Satisfied customers increases Net Promoter Scores (NPS®) and brand loyalty.
Journey-Based Approach
MRM uses a journey-based approach which allows us to understand and ultimately measure your customer's experiences across all interactions with your brand.
Tailor-Made Solutions
To build tailor made solutions for your company, we design turnkey research strategies, from development and fieldwork to interpretation and reporting.
Regular Feedback
Regular customer feedback gives you the opportunity to find new insights and enables you to change employee behaviour and processes which excel your business.
What Leads to a Good Experience?
Speed. Convenience. Consistency. Quality. Human touch. That is, creating real connections when engaging with your customers.
The most important aspect of protecting market share is a positive customer experience. By investing in CX research, you are investing in the future of your business, consistently creating opportunity for improvement and growth.
Our Tailored Process
Together we'll workshop a CX strategy, personalised to your brand
Understand Your Business
The process begins with workshops to identify customer touch points and consolidate existing information.
Develop the Strategy
Our successful research outcomes relies on well crafted customer surveys enabled through the use of modern research methodologies.
Collect New Data
By proactively reaching out to your clients, we get a sample representative of your full client universe to accurately capture the voice of the customer.
Analyse & Interpret
Our powerful big data BI platform enables all levels of organisation to view relevant results. Get feedback on a modern cloud-based solution.
Dynamic Feedback
Obtain context from our system to fully understand what went right or wrong. Unlimited users on our platform get intelligence developed for their unique views.
Closing the Loop
Use customer insights & take action. Test our powerful Escalate & Resolve features, custom-built for your company today.
Let's Find the Optimal Fieldwork Strategy for Your Business
Interviews
Represent the voice of all customers through accurate controlled sampling.
Samples are gathered through telephonic interviews, face-to-face discussions and focus groups.
- Controlled sampling
- Fieldworkers can prompt and engage
Self-Completion
Create an opportunity for all customers to voice their feedback.
Send out surveys to all customers via email, SMS and other channels.
- Omni-channel communication
- Best for large client base
Find Business Opportunities by Listening to Your Customers
Learn from Customer's Perspective
Build Stronger Relationships
Increase Loyalty
Improve Satisfaction
Create Competitive Advantage
Grow Market Share
Ready to Transform Your Customer Experience?
Let's discuss how we can build a CX strategy tailored to your business.
Get in Touch