Customer Experience Surveys

Customer Experience

Delivering an exceptional customer experience is no longer optional—it's a strategic advantage. At Maven TM, we help you unlock powerful customer insights to understand the complete customer journey, build loyalty, and drive growth.

Why Customer Experience Matters

Every customer interaction—from first touch to ongoing support—shapes how people feel about your brand. Companies that prioritise customer experience enjoy stronger customer relationships, higher retention, and more loyal customers. Our tailored market research programs give you the data and direction to improve every stage of the customer lifecycle.

What We Measure

Using a blend of qualitative and quantitative methods, we explore the full spectrum of customer sentiment. Our services include:

Customer Satisfaction & Loyalty

Track customer satisfaction, loyalty, and advocacy using Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and Customer Effort Score (CES).
Learn what creates a satisfied customer—and what leads to dissatisfied or unhappy customers.
Evaluate overall customer experience and identify what drives a good NPS score.

Customer Support & Service Evaluation

Assess the impact of customer service and support on customer experience metrics.
Gather feedback on touchpoints to reduce customer effort and enhance satisfaction.

Voice of the Customer Research

Analyze customer feedback through NPS surveys, interviews, and real-time feedback tools.
Uncover actionable insights using NPS data, relational NPS, and customer sentiment tracking.

Our NPS Expertise

We specialize in Net Promoter methodology, helping brands get beyond just the NPS score. Our approach uncovers the why behind the numbers, providing a clearer view of customer behavior and expectations.

Pinpoint what improves NPS feedback and customer loyalty.
Segment responses to identify advocates, passives, and detractors.
Benchmark NPS results against industry standards and goals.

Whether you're just starting with an NPS tool or looking to deepen your Net Promoter System, we tailor our solutions to meet your needs.

Experience Beyond the Customer

A great customer experience is only possible with engaged employees. We also explore the employee experience, helping you understand how internal culture impacts the end-to-end journey.

Drive Action with Insights

The goal isn’t just to measure—it’s to improve. With Maven TM, you’ll receive strategic guidance on how to turn insights into measurable improvements across your customer base.

We help you:

Reduce churn and improve customer retention.
Align customer expectations with service delivery.
Strengthen customer advocacy and deepen relationships.

Net Promoter Score (NPS) & Customer Experience

At Maven TM, we believe that customer experience is the key driver of customer loyalty, growth, and retention. One of the most effective tools for measuring loyalty and improving customer relationships is the Net Promoter Score (NPS).

What is NPS?

NPS is a customer experience metric that measures customer loyalty and predicts growth potential. It is calculated based on responses to one simple question:

“How likely is it that you would recommend our company/product/service to a friend or colleague?”

Based on their responses (rated from 0 to 10), customers are grouped into:

Promoters (9–10): Loyal customers who actively refer others and drive growth.
Passives (7–8): Satisfied customers who are vulnerable to switching.
Detractors (0–6): Unhappy customers who may damage your brand through negative word-of-mouth.

Your NPS score is the percentage of Promoters minus the percentage of Detractors.

NPS vs. CSAT: What’s the Difference?

While both NPS and Customer Satisfaction Score (CSAT) are valuable customer experience metrics, they serve different purposes:

CSAT measures satisfaction with a specific interaction, product, or service.
- Example: “How would you rate your satisfaction with your recent customer support experience?”
NPS measures overall customer loyalty to your brand or organization.

If you're wondering whether to use CSAT or NPS, we can help you design the right strategy based on your goals.

Customer Experience