Kantar has launched a new solution, ExperienceEvaluator, to help brands accelerate customer experience (CX) benchmarking and enhancement with insights delivered in as little as four days.
Built on Proven MDX Framework
The tool leverages Kantar’s proprietary Meaningfully Different Experiences (MDX) methodology — a framework backed by over 30 years of research — to link customer interactions directly to business outcomes.
ExperienceEvaluator is available through Kantar Marketplace, the company’s agile market research platform.
A Data-Driven Approach to Actionable CX
ExperienceEvaluator empowers CX and marketing teams to:
- Quickly analyse customer feedback,
- Identify pain points and opportunities,
- Prioritise decisions backed by actionable insights.
This allows for agile CX improvements that align with brand values and customer expectations.
Bridging the Gap Between Brand Promise and Delivery
Maree Taylor, Head of Customer Experience at Kantar Australia, highlighted the importance of delivering on brand promises:
“CX is a critical element of how brands fulfil their promise to customers. Brands that deliver meaningfully different experiences are more likely to command a price premium and grow their market share.”
She stressed that companies too often rely on operational metrics, missing the opportunity to leverage CX as a true growth driver.
Global Adoption: Orange’s Success Story
Telecommunications giant Orange is among the early adopters of MDX.
Diane Filippini, Head of Brand Strategy – Insight and Performance at Orange, stated:
“ExperienceEvaluator allows us to connect brand and CX insights. While campaigns matter, it’s everyday experiences and word-of-mouth that truly build the brand. Now we have the data to prove it to stakeholders.”
Redefining CX Evaluation in a Digital Era
ExperienceEvaluator stands out as a strategic tool for companies aiming to shift CX from an operational necessity to a key growth enabler. It helps brands measure what matters most — how customers feel and experience the brand in real life.
