CustomerFirst
Make your customer experience awesome
We’ve designed CustomerFirst to understand how your patrons feel about their whole-of-venue experience, and to use that feedback to improve your offer.
CustomerFirst provides you with the opportunity to look at your venue experience from your members’ perspective. Our insights will help your team optimise every facet of your business including the facilities you provide, the promotions you activate and the atmosphere you create.
We capture feedback about the key factors that influence your customers
Overall Venue Sentiment
We look at how customers feel overall about your venue, and whether they would recommend your business to others.
Venue Facilities
We ask your patrons how they feel about your communal areas and facilities including presentation, accessibility and and level of comfort.
Employees
Your team make a big difference to a patron's visit. We ask customers to rate them on attributes including whether they are visible and present, attentive, and friendly.
Gaming Room
Your gaming floor is a key part of your business and we take an in-depth look at your offer. Our insights measure its atmosphere and design as well as how it compares to other venues.
Food and Beverage
CustomerFirst explores your holistic F&B offer including menu options, food presentation and perceived value for money.
Membership Program
Loyalty is an important factor for repeat visitation. We explore how easy your program is for patrons to understand, and assess the benefits & rewards you offer.
Our four-stage approach creates opportunities to improve your customer experience
CustomerFirst is the simplest way to gather, understand, and act on customer feedback. We use global metrics such as Net Promoter Score and customer satisfaction to provide insights that can help you expand and improve your venue experience.
Listen
Give your customers a voice to express their thoughts on what your venue does well and where you can improve.
Understand
Provide a comprehensive view of individual customer experiences, helping to reveal pain points or positive experiences about your venue.
Act
Turn customer insights into real action and enhance your in-venue experience.
Engage
Show your customers you have listened by communicating changes that have been made based on feedback you’ve received.
Listen
Give your customers a voice to express their thoughts on what your venue does well and where you can improve.
Understand
Provide holistic understanding of individual customer experiences, helping to reveal pain points or positive experiences about your venue.
Engage
Show your customers you have listened by communicating changes that have been made based on feedback you’ve received.
Act
Turn customer insights into real action and enhance your in-venue experience.
Listen
Give your customers a voice to express their thoughts on what your venue does well and where you can improve.
Understand
Provide holistic understanding of individual customer experiences, helping to reveal pain points or positive experiences about your venue.
Act
Turn customer insights into real action and enhance your in-venue experience.
Engage
Show your customers you have listened by communicating changes that have been made based on feedback you’ve received.
Don’t take our word for it. See what our clients say.
Anonymous
Used MAX CustomerFirst
The annual CustomerFirst research conducted by MAX has fast become an essential tool in helping the marketing team to understand our customers and their experiences in our venues. The quantitative data combined with qualitative commentary allows us to not only understand how we’re performing overall but also gives us a deep dive into what we can do to improve the customer experience and the issues that are most important to them. This is critical in deciding what areas our team should focus on and where to direct our budget and resources.
Interested in elevating your customer experience?
To book a demo, hear more, or opt in to CustomerFirst, please contact us: