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Desktop Banner Image representing Material's Embed dynamic systems of learning to power ongoing improvement.

Customer + Employee Experience Measurement

Embed dynamic systems of learning to power ongoing improvement.

Mobile Banner Image representing Material's Embed dynamic systems of learning to power ongoing improvement.

Our robust experience measurement programs are innovative, thoughtful and ongoing, allowing organizations to systematically measure – and improve – customer and employee experiences.

We leverage technology and multi-stream data sources to measure both relational and transactional customer and employee experiences, improving tangible experiences and overall satisfaction. We combine relationship tracking, journey and interaction feedback and always-on listening to form measurement programs that produce actionable insights. By ensuring timely information is shared with all relevant personnel throughout the organization, our customer and employee experience measurement programs drive meaningful results across loyalty, market share and reputation.

Client Story

Leading Organizational Transformation by Improving the Customer and Employee Experience 

Client Story

Survey Fatigue

Overcoming Survey Fatigue: How to Be Smarter and More Effective in Gathering Customer Feedback

 

PERSPECTIVE

Client Story

Mirror, Mirror on the Wall: Empowering Benefit Cosmetics to Improve the Customer Experience

Client Story

Employee Experience

Employees Are the New Customers

 

PERSPECTIVE

Explore Our Customer + Employee Experience Measurement Services

Post-Interaction Surveys

Contact customers shortly after they interact with your service or a key touchpoint to understand successes and shortcomings. Intervene with at-risk customers and fuel continuous improvement at a systems scale.

Blueprinting

Take a deep dive into all customer touchpoints to identify those interactions most relevant to cementing a satisfied customer, providing focus to improvement efforts and overall CX strategy.

Relationship Surveys

Periodically conduct a thorough assessment of customers' relationships with an entire service to identify where to invest improvement efforts and dollars.

Measurement Program Audit

Assess current feedback programs to identify gaps and ensure insights drive meaningful action. We evaluate whether the right data is being captured, aligns with business objectives and enhances customer-centric decision-making.

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PARTNERS

  • Medallia logo, representing their partnership with Material
  • QualtricsXM logo, representing their partnership with Material