Customer Monitor

Customer experience management made simple

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What is Customer Monitor?

Customer Monitor is a fully-managed customer experience management platform developed by Perceptive. 

Through regular short surveys, Customer Monitor automatically collates and analyses customer feedback to uncover important themes and trends. These results are accessible through an intuitive  interactive dashboard.  

Behind Customer Monitor is a team of dedicated customer experience experts. They combine innovative research methodologies, strategic know-how, and change management approaches to deliver customer experience programmes that match the right measures to the right moments in your customer journey.

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Why Customer Monitor?

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Net Promoter Score

At the heart of Customer Monitor is the Net Promoter Score, a globally-recognised methodology that goes beyond customer satisfaction to measure advocacy, which is strongly linked to customer loyalty and trust. High levels of advocacy are associated with growing brands, particularly with the rising prevalence of e-word-of-mouth.  

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Identify strengths and weaknesses

Customer Monitor analyses customer feedback to identify and track key themes that are positively or negatively impacting your customer experience—and to what extent. This allows you to pinpoint and prioritise areas for improvement.  

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Identify and save at-risk customers

Customer Monitor’s MARC feature notifies relevant team members of an at-risk customer and allows you to track and manage the resolution process. This empowers your team to close the loop on issues before they escalate into problems and damage your brand’s reputation.  

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Discover trends. See the impact

Customer Monitor tracks key customer experience metrics over time, allowing important trends to be uncovered as well as showing the impact of any changes introduced.  

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Customer data is protected and secure

Perceptive is an accredited organisation, meaning Customer Monitor meets the highest global standards for information security management. This standard of data security and process allows us to securely host and protect customer data.

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Tailored insights

The Net Promoter Score is just one lens you can use to measure customer experience. Customer Monitor supports a range of different question formats and complementary metrics, including satisfaction, customer effort, and retention likelihood. Our experts will work with you to deliver a programme that matches the right measures to the right customer touchpoints. 

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Deeper understanding

View your survey results by key customer segments. For example, you can identify key themes and trends at a branch, territory, product, account manager level or any combination of. Our experts will work with you to determine the views most important to your business.  

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Simple and easy to use

View your survey results by key customer segments. For example, you can identify key themes and trends at a branch, territory, product, account manager level or any combination of. Our experts will work with you to determine the views most important to your business.  

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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.  

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

Steel and Tube

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

Triton Hearing

Triton Hearing

“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

Salt

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

The Instillery

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

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

EcoLab

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

Viridian Glass

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

AKS Industries

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

UniMed

UniMed

Salt

Salt is a leading digital recruitment agency started in 2003 by sibling duo Jacqui and Shaun Barratt. In the years since, it has grown beyond its New Zealand beginnings to over 260 staff in 15 locations across the world. However, staying connected to customers and employees as you grow into a global company is no easy task.

“As we matured, we started to appreciate that we couldn’t get across all the feedback and couldn’t be everywhere to collect it first-hand,” says CEO and Founder, Jacqui Barratt.

Using Perceptive’s enterprise-level customer experience management platform, Customer Monitor, Salt is able to track their Net Promoter Score (NPS) and gather vital feedback from client and candidate alike.

Today, Salt’s Voice of Customer programme permeates the business, empowering employees at all levels. As a result, Salt now has high levels of customer advocacy and loyalty in all its offices around the world.

Kotahi

Kotahi, New Zealand’s largest containerized exporter is integral to New Zealand’s export and import sectors. In 2018, Kotahi decided to reassess how they measured customer experience.

For that, Kotahi turned to Perceptive.

“We wanted to know where Kotahi’s competitive advantage was,” says Josh Hosking, General Manager of Kotahi’s Customer team.

With Perceptive at their side, Kotahi set up a Voice of Customer programme that included a Net Promoter Score (NPS) survey with additional questions to drill into and understand the specific pain points of Kotahi's customers.

Empowered with customer insights, Kotahi has seen a significant turnaround in their NPS, which is now well above the industry average.

“We’ve moved our dial from not being an NPS market leader to being the market leader in our July 2020 NPS survey,” says Josh.

Ray White

Ray White is a name synonymous with the property and real estate industry in Australia and New Zealand. But to keep building their brand, they needed to make their business customer centric. With that goal Ray White set out to understand their customers better, become a leader in customer experience, and achieve and sustain a consistently high Net Promoter® Score (NPS®).

In answer, Perceptive created an advanced two-stage customer experience programme, specifically designed for Ray White, which consisted of an NPS survey through Customer Monitor and an employee reward programme.

Within three months, Ray White saw a 95 per cent uptake across the business and over 30 per cent growth in their NPS.

Today, Ray White maintains  a world-class NPS between +75 and +79 (a world class score is considered anything above 50).

How does your business
measure up?

Learn where your business stands in comparison to your competition with our regularly updated NPS Industry Benchmark Reports.

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