Maximize Customer Experience To Accelerate Growth In Your Market

Mastio’s customer experience research program is the perfect solution for assessing whether you deliver more value than other companies. Using CVA (Customer Value Analysis) and NPS (Net Promoter Score) we give insight into customer perception so you can better serve your client base and outperform your competitors.

We Work With World-Leading Brands Across Multiple Sectors

Strong Customer Experience Is Paramount In Growing Your Business

Today, customers have higher standards than ever. Did you know that customer-centric companies are 60% more profitable than those that aren’t? Or that up to 89% of consumers have switched to a competitor after a poor experience?

Empirical evidence shows a strong correlation between a company’s performance such as its growth rate, market share, profitability, and customer experience. So, to thrive (not just survive) in your industry, exploring CX with Mastio is essential…

Introducing Mastio’s Customer Experience Research Program

Mastio’s Customer Experience research uses Customer Value Analysis and Net Promoter Score to help you track performance in achieving customer relationship goals and align your organization to the market better than competitors.

As part of the program, you’ll receive a CVA and NPS score for your company and its competitors - offering greater insight into customer perception and delivering strategies to improve in a way that drives sales, profits, and shareholder value.

Key Methodologies

Customer Value Analysis

Customer Value Analysis (CVA) is a proven methodology for determining how to compete more effectively in your market versus competitors. It provides clarity as to why customers choose one supplier as opposed to another in your space.

It states that customers base their purchase decision on which supplier provides the best-perceived value. So, understanding the selection factors customers use and how suppliers perform on these factors allows you to accelerate profitable growth.

CVA results through Mastio research highlight all the critical price and non-price factors that impact customers’ purchase decisions - including a breakdown of their importance and your performance with each one versus your competitors.

Net Promoter Score

Net Promoter Score (NPS), like CVA, strongly correlates with a company's financial performance. Empirical data shows that the Net Promoter leader has twice the growth rate versus competition in most industries.

NPS is a powerful predictor of customer loyalty and business growth that allows you to dial in on the factors that matter most to customers. It can be used to distinguish 'a dollar of good profit’ from a ‘dollar of bad profit.’

A Mastio study offers an NPS for you and each significant competitor within your market. If you score well, you can expect to outperform similar companies - as customers classed as ‘promoters’ buy more and stay longer.

Here’s What You’ll Learn

With this program, we’ll work closely with you to establish and implement a formal process for maximizing your customer value position and align your organization to your market. The result? Less defection, faster growth, and greater profitability.

How satisfied are your customers with your product or service
What percentage of your customers are promoters and detractors
The estimated cost ($) of customer defection in the next 12 months
A relative ranking of customer loyalty by the suppliers within your market
What’s important to customers and how they choose between suppliers
How customers perceive your overall value relative to key competitors
Your market position versus key competitors in the short-term and long-term
How customers perceive your performance on key decision factors
How important price is in the purchase decision for your customers
Which competitors are the most vulnerable and pose the biggest threat

Why Choose Mastio?

Extensive Experience

For over 35 years, Mastio has been at the forefront of customer experience research, delivering unbiased data and actionable insights.

Proven Track Record

Our stellar reputation covers over 300 companies and 900 projects - collaborating with Fortune 100 and 500 companies in various industries.

Superior Analytical Tools

We have easy-to-use proprietary tools to segment and analyze large amounts of data that supports exploration and analysis of study results by relevant demographics.

Customer Service

To us, you’re not just a number on a spreadsheet. We pride ourselves on service - and our team works with you directly throughout our engagement.

Improve Business Performance With a Deep Understanding of Your Company, Customers & Competitors

Mastio helps you better align with your target audience and take great strides to outperform your competitors. If you’re ready to win and retain more business by understanding your customer and competitors – we’d love to hear from you.