Customer Experience Management | Voice of Customer & CX Programmes

Delighting customers,
transforming businesses

For over a decade we’ve been tailoring customer experience (CX) programmes that capture hearts, grow bottom lines, unlock operational efficiencies and transform organisational cultures.

We understand that the needs and expectations of customers are always evolving, which is why our commitment to excellence never stops at implementation. Our CX programmes are successful because they are fuelled by ongoing improvements. This evolution sparks new initiatives that continue to delight customers again and again.

Driving this evolution is our team of dedicated CX experts. They combine innovative research methodologies, strategic know-how and change management approaches to deliver a CX vision that makes a difference—with results that can be measured.

OUR RESEARCH CAPABILITY

What you can expect

Perceptive’s CX team have coached us, advised us and have been patient with an 11,000 strong network of individuals. We appreciate all that you have done and continue to do.

Ray White Group

Perceptive has helped us better understand the needs and pain points of our customers. This combined with valuable advice has enabled us to improve customer experience by 10% on the previous year

Baycorp

Thanks to Perceptive we finally have our finger on the pulse of our business and are empowered to address issues immediately should they arise.

Bodytech

In 12 months our NPS increased by 10 points. We rely on the data weekly for key insights and to drive our strategies nationally.

99 Bikes

Meaningful insights that effectively measure meaningful customer feedback on both service and product levels. Service and follow up from the team is same day or less.

Sportsmans Warehouse

Introducing Customer Monitor

Customer Monitor is our enterprise level customer experience (CX) management solution.

Using the power of the Net Promoter Score (NPS), Customer Monitor gives you the ability to harness actionable CX insights to improve customer retention and loyalty–all through an easy-to-use and intelligent, online dashboard.

Voice-of-customer feedback is automatically collated and analysed to uncover important themes, trends and motivational drivers among your different customer segments. With adjustable dashboard views, Customer Monitor can accommodate the strategic needs of different roles and divisions within your organisation.

From raw NPS to customer commentary and analysis, Customer Monitor is the only software you’ll need to fully manage and leverage your CX insights.

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Customer Monitor: Customer Experience Management Software

Pinpoint painful customer touchpoints and understand the processes and interactions that shape them.

Compare performance across teams, offices, products and services and allocate resource where it’s most needed.

NPS relies on customer insights to create a strategy of ongoing improvement and customer centricity. This is where our team comes in.

Gather powerful word-of-mouth testimonials from your Promoters to help grow brand equity and salience.

Better understand customer loyalty and how it influences future profitability, turnover and other important financial metrics.

Uncover critical themes and trends for each of your customer segments and use these to create meaningful retention and loyalty programmes.

Customer experience (CX)

Delighting customers,
transforming businesses

Transform your customer experience.

What you can expect

Deeper understanding

Powerful strategic outcomes

Actionable insights

Save at-risk customers

Benchmark for success