MyCustomerLens uses dedicated questions, AI and benchmarking to quantify how clients experience your brand. Having analysed tens of thousands of feedback comments from professional services clients, we developed our value drivers model so that you can quickly see any misalignments between promises and reality.
Link ratings to each brand promise
Go beyond NPS and satisfaction ratings, to create actionable insights. By consistently using brand-related ratings, you can instantly benchmark performance across clients, practice areas and your competitors. This broader context finally ends the debate on whether 4 out of 5 is a top quartile or bottom quartile rating!
Discover why ratings change
Our natural language processing combs all your feedback data to discover comments linked to each brand promise. For example, if clients praise your employees for “going the extra mile” or being “a safe pair of hands”, we know your firm is delivering on its promises to be responsive or trustworthy.
Uncover brand perception gaps
With MyCustomerLens your analysis moves beyond spotting positive and negative comments. The absence of comments on a particular promise is equally revealing. The silence shows where the client experience is not as differentiated as you thought.