Customer intelligence
Catch customer issues while they are small.
See what drives satisfaction and loyalty by segment and journey, and act before issues become churn.
In short
Customer intelligence explains what drives satisfaction, loyalty and churn, by segment and journey stage. As a customer intelligence platform, mTab reads satisfaction trackers, NPS and CSAT, verbatims, reviews and support themes together, flags emerging issues while they are small, and shows which customers are affected and what to do next.
The challenge
A one-point move in satisfaction rarely prompts action, yet months later the same issue can become a churn driver. The early signal was usually in verbatims, a segment cut and support themes that were never read together.
- 1
Monitor
Pulse tracks satisfaction and experience trackers, NPS and CSAT, verbatims, reviews and support themes by segment and product.
- 2
Detect
It flags a satisfaction drop concentrated in one segment, a complaint theme rising across products, or an attribute becoming a loyalty driver.
- 3
Explain
Each priority shows what moved, which customers it affects, what they said and why it matters.
- 4
Act
Route the finding to CX or product, draft the customer brief, or monitor the issue with a Flow.
What you can track
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Satisfaction and NPS
CSAT, NPS and relationship scores by segment, product and journey stage, wave over wave.
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The reasons behind the score
Verbatim themes and driver analysis that explain why satisfaction and loyalty move.
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Loyalty and repurchase intent
Repurchase and retention intent tracked as early indicators of churn.
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Segments at risk
Which customer groups are moving, how their needs are changing and what they expect next.
Platform capabilities
- Satisfaction and sentiment monitoring
- Verbatim and theme analysis
- Segment-level driver analysis
- Customer issue monitoring with Halo Flows
Halo Reports and your research
Satisfaction research, analyzed in depth.
NPS, CSAT and experience trackers are analyzed in Halo Reports by segment, journey stage and product, with driver analysis and verbatim themes side by side.
- Satisfaction trackers by segment, journey stage and product
- Driver analysis for loyalty and retention
- Verbatim themes alongside the scores
Related reading
All articles
Survey analysis
Customer experience analytics: how to measure CX and decide what to fix
A practitioner's guide to customer experience analytics: the data sources to combine, the metrics to track, six core methods, a worked NPS-by-journey-stage example and how to turn CX insights into action.
Research methods
Customer segmentation analysis: a practical guide to segmentation studies
A practitioner's guide to customer segmentation analysis: the bases of segmentation, how a segmentation study works step by step, how to judge and size segments, and how to use them after the study.
Decision intelligence
Customer insights: what they are, where they come from and how to act on them
A practical guide to customer insights: how they differ from data and findings, the main sources, a step-by-step method, the core analysis techniques, a worked example and how to get insights acted on.
FAQ
Customer intelligence: common questions.
Which customer data does mTab use?
Satisfaction and experience trackers, NPS and CSAT, verbatims, reviews and support themes, by segment, product and journey stage.
How does mTab spot customer issues early?
Pulse reads scores, verbatims and support themes together, so a satisfaction drop concentrated in one segment, or a complaint theme rising across products, is flagged before it becomes a churn driver.
Who receives customer intelligence findings?
Findings can be routed to CX or product teams, turned into a customer brief, or monitored over time with a Halo Flow.
Want to see customer intelligence with your data?
Bring one tracker or study. We'll show you what Pulse would surface for your team before we meet.