Track and understand what makes your brand chosen and loved.
GROW
Brand & Experience Tracking
Full-service tracking that keeps a clear, continuous read on both your brand health and your customer experience, so you always know where the value is, and where to add more.
People don't spend their time thinking about brands. They care about what a brand does for them.
The value it adds to their lives, the experiences it enables and how it makes them feel. That is what builds brand equity, loyalty and growth, so it is what we measure. We track performance through the lens of your audience's Jobs-to-be-Done: how well you fulfil the outcomes people are reaching for. Get that right, and brand choice, satisfaction, loyalty and advocacy follow. This is how brands that actually matter in people’s lives grow.
Needs drive brand choice
A brand earns its place by fulfilling the Jobs people are trying to get done. The better you meet those needs, the stronger your equity and the easier the choice.
Market fit is the foundation
Without a strong fit between what you offer and what people need, a brand lacks purpose and would not be missed. We track whether that fit is real, and growing.
The experience is the brand
People judge a brand holistically: product, marketing and experience together. We measure the whole relationship, so you see what drives loyalty and what causes churn.
TWO TRACKING PROGRAMMES, INTERGRATED THINKING
Brand performance and Customer Satisfaction Tracking
Brand tracking
A holistic picture of your brand health, tracking the full spectrum of drivers of brand choice and adapting them to your market. We measure three things that matter: whether your brand Connects, whether it Delivers, and whether it Resonates.
WHAT WE COVER
Connect
Is your brand well known and connecting with your audience? Awareness, knowledge, engagement, emotions, category entry points and consideration.
Deliver
Does your brand deliver for your audience? Usage and momentum, experience gaps versus expectations and competitors, performance and ad effectiveness.
Resonate
Is your brand important, and does it add value to people's lives? Jobs-to-be-Done, market fit, loyalty and advocacy.
YOU GET:
A clear read on brand health, and the opportunities to improve it.
Customer Satisfaction tracking
Satisfaction and NPS scores alone don't explain why customers stay or leave. We track the experience metrics that drive value, loyalty and referrals, and surface the gaps between what customers want and what they get, so you know exactly where to invest and focus initiatives.
WHAT WE COVER
Core CX metrics
Satisfaction (CSAT), Net Promoter Score (NPS), Customer Effort (CES) and Product-Market-Fit (PMF), plus your legacy KPIs.
Gaps versus expectations
Where you serve or underserve against customer needs and against competitors.
Drivers of value
Which parts of the experience drive engagement, referrals and loyalty, using KPI driver and Kano analysis.
Pains & friction
Where the experience falls short, what customers want changed, and switching intention.
YOU GET:
The levers to pull to grow satisfaction, loyalty and referrals.
HOW WE DO IT
We don't just report the scores. We help you move them, with insight and direction you can act on.
Custom & flexible
No ‘one size fits all’ solutions. We shape the metrics and questions around your market, audience and brand ambitions.
Flexible frequency
A one-off snapshot, quarterly waves or continuous monthly tracking. Pay per wave, and scale up or down as needs change.
Insight consultancy
Senior consultants who go beyond the dashboard to show which levers to pull to improve engagement, loyalty and referrals.
Customer empathy
Case studies, feedback and video that bring customers, their needs and desired outcomes to life for your team.
CASE STUDIES
Examples of our work
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Benchmarking VOD brands against audiences needs
We delivered a benchmark survey that assessed how well ITVX and competitors were delivering against VOD audiences’ Jobs to be Done. The research highlighted both ITVX’s current performance on what matters to viewers but also opportunity areas where the market is failing audiences.
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![Couple watching TV]()
CSAT tracking for a new generation TV platform
Everyone TV (Freely) We built a multi-phase customer experience programme for Freely, tracking satisfaction, experience gaps and platform loyalty as its user base grew.
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Brand Experience tracking for eBike hire company
We enabled an eBike sharing company to understand and monitor how its brand and communications are performing vs competitors within the competitive London market.
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Evaluating Software Brand Experience
We helped a photography software brand to understand how it was performing in an increasingly competitive international market.
