Typeform | Customer Insights
The ACXPA Supplier Directory is provided by the Australian Customer Experience Professionals Association (ACXPA), helping all Australian businesses to deliver improved customer experiences.
Just like Typeform, we've got hundreds of suppliers that can assist you across a number of different categories, subcategories and search tags making it easy for you to find suppliers that can assist you.
Learn more about similar service providers to Typeform below, along with information about Customer Insights below.
Customer Insights Solutions in Australia
Customer insights are the evidence base for every meaningful improvement to customer experience — telling you what customers think, how they feel, where your service falls short, and how you compare to competitors. Without them, you're making decisions based on assumption rather than data.
This page lists Australian suppliers of customer insights solutions. Use the Filter by Skill/Function dropdown below to find suppliers specialising in the specific type of customer insights you need — from benchmarking and mystery shopping through to call quality assessment and customer satisfaction survey software.
Why Customer Insights Drive Business Performance
The link between customer experience and commercial outcomes is well established — and customer insights are the mechanism that makes improvement possible. You can't improve what you don't measure, and you can't measure what matters most without a deliberate, structured approach to capturing the voice of your customers.
Businesses that invest in robust customer insights programs consistently outperform those that don't — not because the data is interesting, but because it creates accountability, drives targeted action, and enables leadership to connect service quality directly to revenue, retention, and growth.
of buyers are willing to pay more for a great customer experience
of buyers point to customer experience as an important factor in purchasing decisions
of buyers find a positive experience with a brand more influential than great advertising
For a comprehensive library of customer experience research and statistics you can use to build the business case for customer insights investment, visit the ACXPA CX Statistics resource.
Customer Insights Solutions on This Directory
This directory covers six distinct customer insights solution types across two industry contexts — general business and contact centre specific. Use the filter below to find suppliers in the specific area you need:
Independent measurement of your customer experience performance against industry standards and competitor peers — providing the external context needed to understand whether your CX is genuinely strong or just adequate.
Specialist benchmarking of contact centre operational performance — measuring metrics like FCR, AHT, CSAT, and quality scores against verified Australian contact centre industry data to identify where you stand relative to peers.
Independent evaluation of the customer experience delivered across retail, hospitality, financial services, and other in-person or digital service environments — using trained assessors posing as real customers.
Independent assessment of contact centre service quality — trained evaluators call your contact centre as customers, assessing agent performance, process compliance, and the quality of the experience delivered.
Professional evaluation of recorded customer calls against defined quality frameworks — providing objective, consistent measurement of agent performance and service quality across your contact centre operation.
Software platforms and managed services for designing, deploying, and analysing customer satisfaction surveys — including NPS, CSAT, and Customer Effort Score measurement across all customer touchpoints.
Ways to Capture Customer Insights
Different customer insights methods answer different questions — the right mix depends on what you're trying to understand and what decisions you need to make:
- NPS Net Promoter Score measures customer loyalty and the likelihood to recommend — a single-question metric that provides a high-level read on overall customer sentiment and benchmarkable against industry data.
- CSAT Customer Satisfaction Score measures satisfaction with a specific interaction or touchpoint — typically collected immediately after a service interaction for real-time feedback on service quality.
- CES Customer Effort Score measures how easy it was for a customer to get their issue resolved — a strong predictor of loyalty and churn, particularly valuable for identifying friction in service processes.
- Outbound Surveys Structured surveys delivered via email, SMS, or phone to gather feedback on broader customer experience topics — product satisfaction, relationship health, unmet needs, and competitive positioning.
- After-Call Surveys Immediate post-call feedback captured via IVR or SMS — providing real-time, interaction-level satisfaction data directly linked to specific agent and call records for quality management purposes.
- Mystery Shopping Independent evaluation using trained assessors who experience your service as real customers — providing objective measurement of actual service delivery rather than customer-reported perception.
- Benchmarking Comparison of your performance against verified industry data and competitor peers — providing the external context that internal measurement alone can never deliver.
- Speech Analytics AI-powered analysis of call recordings to identify trends, sentiment, and patterns across 100% of interactions — turning unstructured voice data into structured customer intelligence at scale.
Resources for Customer Insights Professionals
ACXPA provides a range of vendor-neutral resources to help you build a robust customer insights program — whether you're just getting started or looking to improve an existing approach:
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CX Hub
ACXPA CX Hub — a comprehensive resource library covering customer insights strategy, measurement frameworks, and CX best practice. One of the most valuable free resources available to CX professionals in Australia.
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CX Roundtables
CX Roundtables — live sessions where CX leaders share real experiences on customer insights programs, measurement strategy, and turning data into action. Invaluable peer insight on what works in practice.
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CC Roundtables
Contact Centre Manager Roundtables — hear from contact centre leaders on quality measurement, benchmarking, mystery shopping, and customer satisfaction programs specific to contact centre environments.
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Resource Hub
ACXPA Contact Centre Hub — guides, tools, and resources covering quality management, customer satisfaction measurement, and contact centre performance improvement.
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Free Guide
Contact Centre Technology Guide (via CX Connect) — vendor-agnostic guide covering customer insights technology, quality management, and the broader contact centre technology stack. No email address required.
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