Part of Kantar’s market research platform Kantar Marketplace, the ‘ExperienceEvaluator’ tool uses customer feedback from the company’s consumer access panels.

Kantar has built the offer using its customer experience methodology (‘Meaningfully Different Experiences’ or MDX), which links strong consumer experience to business outcomes.

Customer experience teams can use the new tool to evaluate how audiences react and connect with brands and identify areas for improvement.

The tool benchmarks both NPS and MDX scores against competitors.

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

Amy Cashman, global managing director, brand, CX and marketing, at Kantar said: “Customer experience is a critically important element of the promise brands make to consumers … 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.”