Success Stories

The Challenge: Avis needed a scalable CX measurement solution across 120+ rental locations in Southern Africa, with the ability to track service quality, identify problem branches, and close the loop on customer complaints in real-time.

The Solution: MRM implemented a comprehensive feedback system with Close the Loop ticketing, post-rental NPS surveys via call centre, and live dashboards for branch managers and executives. Every complaint is now logged, assigned, and tracked until resolution.

Impact: Over two decades, Avis has maintained industry-leading customer satisfaction scores in the region. The system has evolved with their business, from basic surveys to AI-integrated feedback analysis and predictive churn modeling.

The Challenge: Wilderness Safaris operates 12 premium lodges across multiple African countries. Each lodge had different guest feedback processes, making it impossible to track service quality consistently or identify systemic issues.

The Solution: MRM helped standardise guest feedback and recovery across all properties on a single centralised dashboard. Lodge managers gained real-time visibility into guest satisfaction, while head office could track performance across the entire portfolio.

Impact: Since 2012, Wilderness Safaris has maintained critical insights into both workforce engagement and guest satisfaction, driving continuous improvement across their portfolio.

The Challenge: Congo Equipment's Customer Journey consisted of many unique influences that may not be taken into account with an 'Off the Shelf' CX Measurement solution. Equipment downtime costs thousands per day, and service feedback was scattered across dealers and regions.

The Solution: MRM Support built, piloted, adapted, and implemented a flexible CX measurement solution effortlessly, customised to their specific operational needs. Complaint tracking from machine operators, automated escalation to warranty teams, and dealer performance dashboards.

The Challenge: 1Time Airlines needed to manage customer experience across six South African airports with no centralised system for tracking complaints or service recovery.

The Solution: MRM was contracted to implement a comprehensive customer experience management system across all airports, integrating real-time feedback capture, automated escalation, and live dashboards for operations teams.

Impact: Full system deployment completed within 90 days, with immediate results visible from day one. EX surveys flagged operational gaps in the baggage handling chain, allowing management to address systemic issues before they impacted more customers.

The Challenge: Netstar needed a national roll-out of a structured customer experience programme to track satisfaction across their diverse service offerings and identify churn risks early.

The Solution: MRM implemented a comprehensive feedback system combined with EX surveys for field technicians. This gave Netstar visibility into both client satisfaction and team performance across the country.

Impact: The feedback system revealed small issues that were driving customers away—issues management could fix before they led to contract cancellations.

The Challenge: RTT, a major logistics provider in Gauteng, faced unresolved ticket backlogs and had no visibility into recurring failed delivery issues. Their teams were disconnected from head office systems.

The Solution: MRM built custom workflow automation and feedback systems that aligned with RTT's actual business structure. The solution included automated escalation, depot-level dashboards, and address database cleaning to reduce failed deliveries.

Impact: Since 2012, RTT has maintained critical insights into both employee experience and customer satisfaction, driving continuous operational improvements.

The Challenge: Motus needed to understand the actual customer experience across their dealership network. Traditional feedback mechanisms weren't capturing what customers really experienced during their visits, and service quality varied significantly across locations.

The Solution: MRM implemented a comprehensive mystery shopping programme that evaluated every touchpoint of the customer journey. Professional evaluators visited dealerships as genuine customers, assessing everything from initial greeting to vehicle handover, service quality, facility cleanliness, and staff knowledge.

Impact: The mystery shopping programme revealed critical gaps in service delivery that customer surveys alone couldn't identify. Motus gained actionable insights into staff training needs, facility improvements, and process inconsistencies. The programme now runs quarterly, providing ongoing benchmarks for service excellence.

The Challenge: OUTA (Organisation Undoing Tax Abuse) needed to understand their relevance and impact in the communities they serve. As a non-profit advocacy organisation, they required insights into public perception, campaign effectiveness, and how to optimise their limited resources for maximum social impact.

The Solution: MRM designed and executed a comprehensive research programme that combined quantitative surveys with qualitative community feedback. The study assessed OUTA's brand awareness, campaign effectiveness, donor perceptions, and identified key areas where the organisation could amplify its impact.

Impact: The research findings enabled OUTA to refocus their advocacy campaigns on issues with the highest community resonance. They gained clarity on messaging effectiveness, donor communication strategies, and which battles were worth fighting. The insights directly informed their three-year strategic plan and resource allocation decisions.