Our services
Working with professionals
When you partner with Genex, you tap into a wealth of knowledge and expertise in the research and customer experience fields. With access to highly skilled researchers, analysts, proven methodologies, and technology experts, you’ll have all you need to define the metrics that matter most to you, and design internal programs that delivers real value to your customers and other important stakeholders in your business.


TECHNOLOGY
Our technology enables you to collect valuable data via multiple survey channels, such as email, SMS, online, in-app, USSD, IVR and Kiosk touchpoints.
Our platform is one of the most mature in the market and includes all the critical components needed to run an enterprise Voice of the Customer Programme.
Our research team provides the skills needed to make sense of your data. We help you collect more accurate data and model this data to gain the most relevant insights into your business.
inspired by insight

Survey Builder
Survey Builder is our advanced survey creation tool, providing the capability and flexibility you need to gather feedback from your customers.
Learn More
Our survey builder allows you to easily create a wide range of surveys and supports distribution across web, email, SMS, USSD and kiosk channels. We’ve got libraries of preconfigured survey templates to get you up and running quickly.
Data is the cornerstone of a successful customer experience initiative. We’ll help you collect data across any customer touch point in your business.

real time feedback
The heartbeat of your customer experience.
Learn More
People are interacting with your business on the go. Whether it be using an app, or popping into a branch in between meetings. Real Time Feedback or RTF, as we call it in this neck of the woods, is designed to collect feedback from customers as soon after a direct interaction with your business.
We ensure that our RTF surveys are kept concise, to the point and easy for the customer to respond to especially when replying on a mobile device. We’ve seen some incredible response rates using our well designed RTF survey framework.

TEXT ANALYTICS
So much of what customer’s share is stored as unstructured information. How do you even begin to start analysing unstructured bodies of text?
Learn More
Free text feedback is the source of incredible insight from customers. We’ve developed our own text analytics algorithm that allows us to mine the wealth of information available in the form of free text feedback. We structure this data and analyse the sentiment or mood of the feedback to quickly pinpoint areas in your business needing attention.

RESEARCH DESIGN
We can help you design, implement and manage a robust customer experience improvement program for your business.
Learn More
Our teams of highly qualified and skilled analysts, researchers and program managers can help you design, implement and manage a robust customer experience improvement program for your business.
We can help you design new survey and data collection tools, guide you on where to make use of existing transactional information and augment the data you have with additional qualitative research data and analysis.

FIELD RESEARCH
What we are great at, is quality research and professional service.
Learn More
Ever had one of those annoying calls from someone wanting to do a survey after hours? Well we know how annoying that is and respect your privacy and time. Our field researchers are trained professionals. We wont phone you after hours unless you ask us to and if you ask us not to survey you, then we won’t.

text coding
How do you even begin to start analysing unstructured bodies of text?
Learn More
In the field of research, we collect a lot of data. This data is often captured as passages of text obtained in response to field questions or other collection mechanisms. How do you even begin to start analysing unstructured bodies of text?
Coding is a process we use to reference similar passages of text a code label. It requires careful attention to detail, but makes searching for and retrieving this type of data much easier. Great for constantly comparing with new data.

BUSINESS RULES
Learn More
This in terms give meaningful business insights. Our business rules engine takes care of all of this as well as quota management.
The Genex technology platform brings all your data together, applies sophisticated business rules and logic, organises it and makes sure you can use it to rapidly respond to customers in order to improve your business outcomes.
It’s a key differentiator of ours. It’s critical that the rights of your customer’s and their information is protected. Our rules engine can be configured to support complex business rules to avoid infringing on your customer’s right to privacy.
Oh and by the way, it’s also a great tool to assist in cleaning your data to improve reporting accuracy.

DASHBOARDS AND REPORTING
We ensure that you’ve got access to relevant, contextual information to make better informed decisions.
Learn More
When you think about it, there are very few members of your organisation that don’t impact your customers experience? We’re big on empowering all of your team with the necessary insights they need to improve your company’s products and services. It doesn’t matter if you’re a call centre agent on the front lines or the managing director of your business.

PREDICTIVE ANALYTICS
We’ve successfully designed and tested numerous data models.
Learn More
Using this wealth of historic data, we’ve been able to build models with up to 85% confidence (that’s pretty high) allowing us to predict business outcomes based on customer behaviour. It’s really powerful stuff when done correctly. It relies heavily on accurate, clean data. Luckily we’ve got the skills and technology to provide just that.

QUOTA SAMPLING
Knowing how many people to talk to in order to ensure that your research is valid, and representative is a science.
Learn More
Knowing how many people to talk to in order to ensure that you research is valid and representative is a science. We know this science well and will make sure that we get just the right amount of feedback to give you the comfort that your results are valid, while not breaking the bank in the process.

RESEARCH ANALYSIS
Because some insights simply can not be automated.
Learn More
Preparing a results pack for your business the way you want it is something we know well. Slicing and dicing survey results; marrying them up with other data and providing real, experience based guidance on what to do with these results, are where we help you. Be it a PowerPoint pack, intelligent excel dashboard or anything else, our experienced analysts and research team will deliver insights to you in the way which best suits you.

ADVANCED DATA MODELLING
Sometimes you need to know ‘What if?’. What would happen if we increased satisfaction ratings from 50% to 55%? What should we do to increase NPS? We can show you the models which answer these questions.
Market Research
Market Research allows you to investigate your customer and business needs, to understand whether these needs are met, and to further investigate the viability of products and services to meet these needs. In a world which is changing more dramatically and faster than ever before, understanding your products, services, and customers is more critical than ever.
Your Title Goes Here
Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.
MARKET SEGMENTATION
MARKET SIZING
Make informed decisions and take the guesswork out of your business planning processes.
FEASIBILITY TESTING
Okay, so now that you know you’ve got the customers out there, how will they respond to the products/services you have to offer? Is the demand really worth the supply? Is the product that you’ve created really going to solve your customer’s real-world problems? Feasibility testing sets out to answer these questions. Feasibility testing is your way of testing before investing.
Great products consider the real-world problems they are solving for their customers. It adds confidence to your decision-making process and often stimulates better product developme

Your Title Goes Here
Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.
PRICE TESTING
CONJOINT ANALYSIS
AD TESTING
Customer experience management & cx software
Customer Experience Management means tracking and understanding your customers’ experience.
Driving a vision of positive change for your customers – and in your business – requires reliable customer research combined with real action.
We have the right people, customer feedback techniques, technology, and attitude you need to keep improving.
Trust us to provide the research and insight…You provide the vision.

Your Title Goes Here
Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.
CUSTOMER SEGMENTATION
CUSTOMER JOURNEY MAPS
CASE AND ESCALATION MANAGEMENT
PREDICTIVE CUSTOMER ANALYTICS
LOYALTY MODELLING
CUSTOMER SATISFACTION (CSAT)
Voice of the customer
Allows you to listen to your customers’ voices across a number of digital channels which are most convenient for them. Our technology is Omni-Channel, class leading and large-enterprise-ready. It allows you to collect survey replies across a number of different methods including:
Our predictive analytics uses proprietary goal setting technology which enables you to build ground-up actions in your business, which drive meaningful change.
We want to maximise the effectiveness of your survey programme and will help you to implement your Customer Experience Management project in a way which will best deliver the results you need.
Two-way SMS surveys
(Which we pioneered)
Email to Web
Online
IN-APP
(including WhatsApp)
USSD
(telephonic)
CATI
stakeholder research
Your team and your business partners keep your business moving forward. Stakeholder research will help you tap into valuable feedback from internal stakeholders. It will highlight the experience that they have within your organisation, and will further help you understand their needs and will allow you to engage better with them

Your Title Goes Here
Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.
Employee Engagement Models
Therefore, the following questions should be answered:
How aligned is your team to the goals and objectives of your business? How aware are they of your key business goals? Are they trained and equipped to perform the tasks you ask of them? How do you know what motivates the different teams if you do not ask them? In order to retain talent in your business, you need to gain an understanding of what motivates and inspires your staff to realise their full potential. We can design a bespoke employee engagement model to measure and report on the key performance metrics you have defined as a business. We can help ensure that your metrics align correctly to your business goals. We further link this research to the implementation of strategies in your business designed to get the best out of your team.
Employee Surveys
Exit Surveys
Your Title Goes Here
Your content goes here. Edit or remove this text inline or in the module Content settings. You can also style every aspect of this content in the module Design settings and even apply custom CSS to this text in the module Advanced settings.
Post Event Surveys
Staff Loyalty
Partner Surveys
We’d love to help you develop better services and products.
Fill in your details below and we’ll call you back.