Customer experience

Measure how customers
experience your brand

We turn customer signals into actionable intelligence, helping organisations prioritise the changes that will have the greatest impact on customers and business performance.

Building customer experience (CX) with Customer Monitor

Being a customer-centric brand requires dedicated and strategic effort. Using our in-house platform Customer Monitor, we’ll collect and analyse your ongoing customer feedback to help you understand how customers experience your brand and uncover the strengths and weaknesses in your customer journey.

 

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Tune in to the voice of your customer

Working with our dedicated customer experience consultants, our CX programmes will help you:

  • Gather customer feedback
  • Pinpoint and prioritise areas for improvement
  • Track the success of changes introduced
  • Measure customer advocacy (closely linked to customer loyalty and trust)
  • Identify themes that positively or negatively impacting your customers
  • Analyse customer experience trends over time
  • Save at-risk customers.

What you can expect from us

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Regular customer surveys

We’ll send short surveys to your customer base and analyse their feedback to uncover important themes and trends.

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Consultative approach

Our experts will work with you to deliver a programme that matches the right measures to the right customer touchpoints.  

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Strategic guidance 

We offer additional in-depth analysis to help you understand the most important drivers of experience in your organisation.

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Personalised dashboards

Powered by Qualtrics, our intuitive and interactive dashboards can be tailored to your business to help you focus and use the platform to its full capability.

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Bespoke insights

Customer Monitor supports a range of different question formats and complementary metrics, including satisfaction, customer effort, and retention.

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CRM integration

Customer Monitor has an API meaning it can integrate with most CRMs to accommodate a two-way flow of data.

Featured insights

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CASE STUDY

LJ Hooker's people-first ethos leads to CX excellence

Learn how LJ Hooker's people-first ethos lead to getting a deep dive into their customer experience.

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Case study

Salt's vital ingredient for staying connected globally

Discover how Salt used CX and EX programmes to stay connected as they scaled into a global company.

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Blueprints to evolve your VOC programme

A free workbook to assess the strength of your VOC programme.

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What our clients say

“The speed and input we get is fantastic nothing is ever a trouble either. The insights are of great value to our business direction.”

Steel and Tube

“Excellent easy to use platform that provides valuable insights.”

Triton Hearing

“Just brilliant people to work with. Survey looks good and the feedback we have been getting from Members is so valuable to us.”

UniMed

“We have been using Customer Monitor for multiple years to provide support not just for our business in NZ but globally. The team are highly responsive, solution focused and a good bunch to deal with. This is my business and I want to work with people who can help us be better and the team at Perceptive are doing that.”

Salt

“Visually great platform, easy to use, great insights, able to be adapted / personalised to your organisation. Great customer service.”

The Instillery

“It is the most simple solution for gauging customer satisfaction that I have come across. It is really easy to see trends and act on them quickly.”

Tongariro River Rafting

“The platform and the support from the team is great. We find it very useful, and we are definitely keen to continue using it for more of our customers.”

EcoLab

“The platform is easy to navigate and gives us great visibility to how our customers rate us as a business.”

Viridian Glass

“The Customer Monitor tool is very comprehensive with valuable information collation.  The Perceptive team are very helpful friendly and quick to provide support. Perceptive have offered us the ability to customise the way we use the survey links to suit our business model.”

AKS Industries