SonataGBW Information

Sonata CX is a global customer experience measurement and optimisation partner, operating as a specialist division of Sonata Software. With more than 30 years of heritage in insight, compliance and operational performance, we support B2C brands to protect standards, strengthen brand execution and improve commercial outcomes. We combine physical and digital measurement to deliver a unified view of the customer journey. Our capabilities include mystery shopping, compliance and brand audits, Voice of the Customer (VoC), employee engagement, panel research, social listening and competitive benchmarking. By integrating these data sources, we move beyond isolated scores to diagnose root causes, identify performance variance and prioritise action. Our proprietary GDX platform provides secure, licence-free access to real-time dashboards, role-based reporting and action tracking. Stakeholders at global, regional and site level can interrogate performance by market, format, campaign or persona. This enables faster decision-making, clearer accountability and measurable improvement. Sonata CX operates in over 100 countries, delivering consistent global programmes while adapting to local market nuance. We frequently act as a central coordination partner for multi-market brands, ensuring methodological consistency, governance oversight and comparable reporting across regions. Our focus is commercial impact. We align measurement frameworks to revenue growth, cost control, operational efficiency and customer retention. Whether supporting a global fuels retailer in modernising their CX governance, a QSR brand seeking omnichannel visibility, or a consumer electronics leader improving frontline execution, we design programmes that translate insights into performance improvements. As part of Sonata Software, we also integrate customer insight with CRM, digital platforms and AI-led analytics, helping organisations evolve from reactive reporting to predictive, data-led customer strategy.