Measure. Act.
Build loyalty.
Everything your business needs to understand, respond to, and retain your customers — and your people.
Three instruments.
One clear bearing.
Business conditions are never static. Customer loyalty surges and recedes like the tide. Employee morale rises and falls like terrain. And when complaints arrive — they arrive like storms, fast and costly if you're not ready. MRM Support offers you the compass to navigate all three.
Three instruments. Built for business.
TIDE CX™
Track whether customer sentiment is rising or receding — before the damage is visible. NPS® measured across every touchpoint. One trackable headline score.
- NPS® & Tidal Index™ tracking
- Telephone interviews as primary channel
- Mystery shopping & digital surveys
- Real-time BI dashboard
TERRAIN EX™
Map the lay of the land inside your organisation. Identify fault lines before they break. Track your Elevation Index™ quarter by quarter.
- Elevation Index™ — one trackable EX score
- Six dimensions across five terrain zones
- Fault line detection & Terrain Compass™
- Quarterly Pulse Track contour mapping
Close the Loop™
Forewarned is forearmed. No signal lost, no storm left overhead. Close the Loop™ catches every complaint, routes it with precision, and clears the sky before the customer walks. Works with any CRM — integrates seamlessly with TIDE CX™.
- 8+ intake channels (QR, WhatsApp, SMS, email)
- Auto-escalation & SLA management
- All Clear Rate™ live dashboard
- Works with any CRM — best with TIDE CX™
The infrastructure behind the intelligence
Call Centre Services
Dedicated inbound and outbound operations for feedback collection, customer follow-ups, and support — with seat rental available for businesses that need scalable capacity.
- 11+ languages across Africa
- Inbound & outbound campaigns
- Seat rental / outsourced capacity
- Quality monitoring & reporting
BI Reporting & Dashboards
Live dashboards that give every level of your organisation instant visibility into customer satisfaction, team performance, and operational trends.
- Real-time interrogation tools
- Dynamic filtering by location & product
- Multi-level access for teams
- Export & scheduled reports
Loyalty Development
Strategic consultancy to design and implement loyalty programmes grounded in your CX research data — so you retain the customers you work hardest to understand.
- Data-driven loyalty strategy
- 30+ years cross-industry experience
- Implementation support & training
- Measurement & iteration
Not sure where to start?
Most clients start with TIDE CX™ and add Close the Loop™ once the gaps are visible. Let's talk about your business and find the right entry point.
Book a Consultation