Customer Experience Measurement Gets Actionable with Maritz Research’s Capella™ Platform

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Maritz Research takes CEM to the next level with action tools to improve and grow business locally, nationally and globally.

Maritz Research today unveiled its new customer experience measurement and action platform, Capella™ to rescue business professionals who are drowning in data. The global marketing research leader has created a configurable solution, which offers a complete, end-to-end approach to designing, measuring and managing large-scale customer experience (CE) programs from sample design to action planning. Named Capella for its ability to deliver a clear and powerful voice of the customer, the platform was created for companies that are serious about fully understanding their customers’ experiences, and then taking action to improve and grow their business.

Capella is moving the industry away from tools that report data, and towards tools to take action on information. Capella uniquely incorporates four different tools to help manage and track actions that have the highest impact on the customer experience:

  •     Helping front-line employees,
  •     Resolving customer issues,
  •     Identifying what makes customers angry, and
  •     Taking steps to improve issues that make customers angry.

“With the introduction of Capella, we’re making it easier for business professionals, whether they’re a researcher, an operations manager or an executive, to make sense of and act upon the mountains of customer feedback they receive,” said Dave Fish, senior vice president of strategic marketing and product development for Maritz Research. “Unlike other CE tools, Capella is not simply an online reporting tool for customer data. Capella takes CEM further by fully synthesizing customer experience information integrated from multiple sources. The platform then provides the tools to guide users through fixing the most important problems; helping them assign teams, uncover causes, take specific actions and track their effectiveness.”

Capella’s simple user interface and customizable dashboards enable businesses to answer essential questions and take action upon the results:

  •     How are we doing? Performance reports are given for the local unit and company-wide.
  •     What customers need my help? Hot alerts display real-time issues that need to be addressed quickly.
  •     What employees need my help? Employee dashboards include individual performance ratings using multiple measurement scales.
  •     What processes need my help? Priority dashboards outline which operational issues or processes should be addressed.

For more information on Maritz Research’s Capella platform, visit:

Maritz Research designed the Capella platform based on its Customer Experience Evolution (CE-3D) approach to customer experience measurement. At its core, CE-3D is built on the five pillars of: design, listen, integrate, analyze and act. For more on Maritz Research’s CE-3D point-of-view, visit:

About Maritz Research
As one of the world’s largest marketing research firms, Maritz Research, a unit of Maritz, helps many of today’s most successful companies improve performance through a deep understanding of their customers, employees and channel partners. Founded in 1973, it offers a range of strategic and tactical solutions concentrating primarily in the automotive, financial services, hospitality, technology, telecommunications, and retail industries. The company has achieved ISO 20252 registration, the international symbol of quality. It is a member of CASRO, ESOMAR, MRA, and is the official sponsor of the American Marketing Association.

For more information, visit or contact us at 1-877-4MARITZ.

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Jennifer Larsen
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