Kantar Launches ExperienceEvaluator

Available on Kantar Marketplace, ExperienceEvaluator makes it easier and more cost-effective for CX teams to continuously refine and enhance their offering in response to customer feedback.  

Kantar has announced the launch of ExperienceEvaluator. The Customer Experience (CX) solution enables brands to benchmark and optimise CXs wherever they happen, accelerate business growth by driving more people to their brand, and ultimately win against the competition. 

ExperienceEvaluator’s insights enable CX teams to rapidly evaluate how audiences react, engage and connect with brands. 

Using direct customer feedback from Kantar’s privacy-compliant consumer panels, ExperienceEvaluator helps clients understand the factors shaping CXs, identify areas for improvement, and prioritise actions based on data-driven insights.

Available on Kantar Marketplace, ExperienceEvaluator makes it easier and more cost-effective for CX teams to continuously refine and enhance their offering in response to customer feedback.  

ExperienceEvaluator is built on Kantar’s proprietary Meaningfully Different Experiences (MDX) methodology, which is based on an independently certified framework built on over 30 years of expertise working with top global brands. 

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MDX links strong CX to measurable business outcomes such as increased market share, reduced churn, higher pricing power and stronger customer retention.  

“Customer experience is a critically important element of the promise brands make to consumers,” said Amy Cashman, Global Managing Director, Brand, CX & Marketing, at Kantar. 

“Those companies which give their customers a meaningfully different experience see people paying more for their products and services, making them 2.5 times more likely to increase their market share and increase margins.”

“But too often we see companies use CX metrics that fail to reflect people’s real-world experiences and how well brands are living up their promise. ExperienceEvaluator is a guiding light for any brand that wants to truly evaluate and optimise how they are speaking to the people that matter the most – their customers.” 

Orange is using Kantar’s MDX metrics to evidence the positive business impact of its relationship CX programmes. 

Diane Filippini, Head of Brand Strategy – Insight and Performance at Orange, said, “The ability to integrate brand and CX insights has given us a new perspective. The customer experience of Orange needs to reflect what we promise.” 

“Of course, a very high-profile campaign will have an impact on brand performance, but the biggest impact comes from how our customers experience the brand in their daily lives and what they hear about us from their friends and family.”

“We knew that before, but now we’re able to demonstrate to senior stakeholders how experiences contribute to building the brand.” 

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