Trusted by brands across the Caribbean
NPS, CSAT, CES, journey mapping and churn diagnostics. CX programs built for Caribbean brands where the score has to connect to a driver, a touchpoint and an owner before anything changes.
Most CX programs produce a score. The score tells leadership the brand is fine or worrying. It rarely tells them what to do next. That is the gap CMR closes.
A CMR CX program has three layers. The score, whether that is NPS, CSAT or CES, tracked over time with statistical rigour. The drivers, identified through regression or Shapley on the same dataset, telling you what is actually moving the number. The action map, routing low-scoring touchpoints to the manager who owns that stage of the journey.
Every CX program ships with verbatim coding, so the qualitative "why" sits next to the quantitative "what." Dashboards are live. The commercial team gets alerts when a segment slips below threshold. The research file gets archived for driver analysis the next quarter.
CSAT after every call, install or claim. Low-cost high-signal. Response comes in under sixty seconds. Issues surface while they are still fresh.
Quarterly or annual pulse on the installed base. Early warning system for churn. Segment the Detractors, interview them, fix what broke.
Your team drew a customer journey on a whiteboard. We validate it against actual customer reports of where the friction is. The map changes.
The passive customer who left. The prospect who picked a competitor. Short structured interviews recorded, coded, tied back to the scorecard.
Not every brand needs NPS. Sometimes CSAT is the better fit. Sometimes CES. Set what gets measured and what the threshold is before deciding how.
Who gets asked, after which event. Sampling frame is the single biggest source of invalid CX data. We build it with your CRM team.
Mobile-first post-transaction surveys. Three to five questions. Response in under sixty seconds. Reminders tuned to your category rhythm.
Score on top. Drivers underneath. Segments across. Verbatims tagged and themed. Weekly refresh cadence. Alerts when a segment dips below threshold.
Every low score tagged to the owner who can fix it. Escalation rules written into the program. Closed-loop follow-up for Detractors.
A live dashboard. A monthly management narrative. A driver layer explaining what moves the number. A verbatim library coded and searchable.
NPS is best for relationship tracking on the installed base. CSAT is best for transactional tracking after a specific event. CES is best for service and resolution work where effort is the real currency. Many programs use two of the three, not one.
Yes if the survey is short, mobile-first and capped per customer per quarter. Three questions or fewer, served at a low-friction moment, with a strict frequency cap stops burnout. Long surveys on every touchpoint is what kills the response rate.
Low single-digit response is normal on transactional programs. We stabilise the read with rolling 30 or 90 day windows and weight by customer segment where response skews. Any wave where the base drops below the threshold we set at kickoff gets flagged on the dashboard.
Yes. CX works best when the survey trigger comes from your CRM and the score writes back to the customer record. We integrate with Salesforce, HubSpot, Zendesk or bespoke setups. Your account manager sees the Detractor comment on the record before the next call.
Yes. The qualitative layer under the quant scorecard. Short structured interviews with lost prospects or churned customers, recorded, coded, themed and tied back to the touchpoint scores. Usually runs quarterly alongside the tracker.