Our Tailored Approach:
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Unique research methodology for every client
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High-quality assessors conduct all research
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Easily accessible data via our secure, digital client portals
Problems we solve
We create crystal clear clarity around all things customer experience, compliance and communication so that businesses can completely understand how their business is operating from the ground up.
Customer Dissatisfaction
Poor Reviews
Bad Net Promoter Scores
Theft
Compliance Uncertainty
Negative Social Media Sentiment
Solutions we offer
My CX offers services and solutions to help businesses understand and improve their customer experience and processes.
Testimonials
My CX has been empowering our clients with the insights and data they need to make a tangible difference in their customer experiences for years. Check out some of our latest and greatest testimonials from real-life clients who have experienced the My CX difference.
TKW Research provides highly responsive client leadership – they won't leave you waiting for an answer! They asks the right questions at the right time and ensures her team delivers what is promised. They are great to work with – and are always able to flexibly adapt to our changing needs and proactively finds ways to help us to the job better, cheaper and faster.
Charles Coulton
Founding Partner at Whereto Research
I have approached TKW Research on multiple occasions for fieldwork quotations, and they are always careful to ask the right questions to fully understand the brief, but then uses their expertise to really flesh out the practicalities of the job - which is what we all want from a fieldwork partner! They go also go above and beyond to meet client deadlines and co-present pitches, which is so appreciated on large jobs.
Kim Sullivan
COO at Orima Research
Zoos Victoria have been working with TKW for seven years. They have been excellent in pinpointing our strengths and weaknesses in the Admissions and Retail areas of our business. Their unbiased mystery shopping results have enabled us to continually improve our sales and visitor experience front-line teams. Their service is always professional and prompt and I highly recommend using TKW for your mystery shopping research.
Eamonn Verberne
General Manager at Memberships Zoos Victoria
Bridgestone select implemented face-to-face mystery shopping at all of our Bridgestone select stores. My CX offered an easy to use solution, delivering us an outcome with minimal fuss and the ability to adjust the program at short notice.
Adam Trembath
Congratulations from us all on such a stellar job smashing the target at the State Library. You exceed the target every time! We all really appreciate this - please pass on our collective thanks to the team.
Lucy Shorrocks
TKW is a long-standing, experienced company with national coverage and capability. They will do what is required to get the job done and aren't afraid to put forward alternate suggestions as to how a methodology or approach could be improved. TKW has provided excellent field services to Painted Dog on this project over the past 9 years.
Chris Batini
Our Customers
Check out some of the customers we are extremely proud to have partnered with below!
Industries We Love To Work With
Customer Experience is no longer an aspect of operations that is only relevant to retail. It's a significant factor in a wide range of industries. From finance to government, the customer experience is crucial to maintaining your customer base and reputation. We work with organisations from a wide range of industries to deliver exceptional customer experience outcomes.
About My CX
My CX is a research-based consulting firm that helps businesses close the gap between the promise of customer service excellence and its delivery in Melbourne, Sydney, Brisbane & New Zealand. We know how to design programs that can deliver accountability, action, and performance improvement, which ultimately drives increased revenue and the bottom line.
Our Team
The MY CX team is a group of highly-skilled individuals passionate about customer experience. We work closely with our clients to ensure they receive the best possible service. Learn more about our team using the links below.
Our Tech
All your data and findings will be available to you at the click of a few buttons, thanks to our online customer portal.
Brilliant Reporting Dashboards
As a My CX customer, you can access your latest data and results online at anytime! Our branded reporting dashboards offer a personalised interface, making reporting simple for you and your staff. With a range of robust report types and flexible display options which can be based on projects, timelines and objectives, the data you need is constantly at your fingertips.
These dashboards are mobile responsive too, meaning you can access all your data while you’re on the go.
Client Data Protection
Our database security includes a variety of externally audited measures to secure our database management systems from malicious cyber-attacks and illegitimate use.
As a division of the TKW Research Group, My CX is unique in that we have the ADIA Trust Mark, certified compliance to Privacy Code 2021 and ISO 20252 2019 accreditation, to ensure the security of your information.
Our Unique Certifications & Accreditations
My CX is proud to bring an unparalleled level of professionalism to the Mystery Shopping space. The My CX quality management system is certified to ISO 20252, which sets out requirements for a quality management system and requires senior management to be responsible for the quality of client service and continual improvement. See all of our accreditations below.
Digiwhiz