Find out what separates the best from the rest
The Canvas Index explores what makes customers choose one brand over another, what makes experiences stand out and what we can learn from the best about delivering great CX
top brands
surveyed
Customer expectations travel
Your customers aren't just comparing you with your closest competitors. They're comparing you with the best experiences they've had everywhere and anywhere.
A brilliant experience with a retailer can change what someone expects from their bank, insurer or energy provider. Expectations travel, and the brands getting it right are raising the bar for everyone else.
So being the curious bunch that we are, we decided to do some digging.
Using Canvas, our own VoC platform, we surveyed over 3,000 consumers about more than 100 brands to understand what really shapes customer expectations, what makes brands stand out and whether we're measuring the things that matter most.
Featured brands
What makes a brand stand out?
We explored two sides of the customer relationship, from what makes people choose a brand in the first place to what makes them want to recommend it.
We then analysed which factors had the strongest relationship with brand affinity and likelihood to recommend. And as it turns out, they don't all matter equally.
Brand: Getting chosen
What makes a brand come to mind, feel relevant and become the obvious choice for customers?
CX: Delivering on the promise
What separates an experience that does the job from one that customers remember and recommend?
The Expectation Gap
What can a bank learn from a chocolate brand? Or an insurer from a beauty retailer?
Turns out, quite a lot, actually.
Our latest white paper explores the findings from the Canvas Index, revealing what really drives brand affinity and customer recommendations, what the best brands are getting right and what it all means for the future of Voice of the Customer.
How does your brand measure up?
The Canvas Index gives us a broader view of what great looks like. But what about your brand?
Our bespoke benchmarking research lets you see how you compare with competitors of your choice and best-in-class brands across different industries.
We'll help you understand where you're leading, where you're falling behind and which factors have the biggest influence on how customers perceive your brand and experience.
So you can learn from the best, spot opportunities to improve and focus your CX efforts where they'll make the biggest difference.
Setting a new benchmark
We’re changing the way benchmarking works by keeping things simple and affordable so you can focus on what really matters: using the insight to drive transformational change.
-
Impactful
A clear, intuitive Canvas dashboard makes insights easy to act on.
-
Relevant
Continuously evolving to reflect how customer expectations are changing in an AI-driven world.
-
Robust
Based on 4,500 validated consumer interviews, twice yearly, for statistical confidence.
-
Fairly priced
Smart, scalable data collection through our in-house platform means you get world-class insight without the premium price tag.
