Customer
Research (CX)
Putting your customers first
Putting customers at the heart of your business is crucial. Ignoring their feedback is a missed opportunity to enhance loyalty, retention, and growth. Programs like Customer Experience (CX), Voice of Customer, and Net Promoter Score® (NPS®) continue to rise in importance as retaining customers is far more cost-effective than acquiring new ones.
At The Market Intelligence Co., we’ve implemented thousands of customer surveys and engagement programs, building a strong portfolio of industry benchmarks in satisfaction, loyalty, and engagement.
We offer full support in setting up and managing customer experience programs, from mapping the customer journey to implementing feedback systems and closing the loop with actionable insights. Our approach ensures you gain the metrics, insights, and strategic direction needed to drive operational and business success.
Trust us with
your customers
We understand that customer research is key to your bottom line and maintaining strong public relations. Our researchers bring incredible expertise and business insight, supported by a national senior interviewer team skilled in conducting professional interviews with your customers and stakeholders. Importantly, we don’t outsource to third parties or use untrained interviewers. We’ve built a track record conducting customer research for Australian and international organisations.
Engagement Index
Our proprietary Engagement Index is a holistic weighted metric incorporating satisfaction, initial sentiment, company/brand, and loyalty metrics. Unlike other metrics, the Engagement Index is based on multiple questions and hence cannot be easily gamed, making it ideal for use in KPIs or linked to business performance metrics.
Customer Loyalty
Understanding the strength of your customer relationships is critical, especially in B2B and industrial markets, where one or two key individuals can significantly influence a customer’s decisions. We use tools such as Net Promoter Score® (NPS®), Relationship Ladder, customer spend analyses, and future purchase intention metrics to measure loyalty and advocacy. These can be used individually or integrated with the Engagement Index.
Customer Value Analysis (CVA)
Our CVA tool offers an in-depth competitive analysis to determine which competitors offer superior value propositions. CVA helps you understand what customers truly value by assessing the relationship between quality, benefits, and price within a competitive landscape.
Why Choose Us?
With over 30 years of experience, The Market Intelligence Co. has a proven track record in bespoke customer research, including customer engagement, satisfaction, loyalty and advocacy.
We have our own dedicated team of interviewers (B2B/executive interviewers) located in all mainland states of Australia and in New Zealand.
Peace of mind that your customers (clients) will be treated with a high degree of professionalism.
We offer dynamic, interactive, and live e-reporting tools, such as live dashboards and our slice-and-dice Segmenter® e-reporting tool.
We use a variety of methodologies, including qualitative and quantitative research and mystery shopping, and a flexible approach.