Appear is known across the broadcast technology sector for delivering exceptional, reliable live production technology to customers worldwide. But for their leadership, “great” was not enough. They wanted to ensure their customer experience matched their technical excellence and to set a new benchmark for service in the industry.
They decided to run their first comprehensive customer satisfaction survey in 2024, to set the base-line for their journey to lead on customer experience.
Why Peak Signal
Appear knew that getting meaningful insight would take more than a standard online survey. They needed a partner who:
- Understood the broadcast and media industry inside-out
- Could blend hard metrics like Net Promoter Score (NPS) and Customer Effort Score (CES) with qualitative insight
- Had a proven track record of turning data into actionable, high-impact strategies
With decades of senior-level experience in broadcast and media, combined with proven consultant expertise in understanding customer needs and delivering exceptional service, Peak Signal offers not only the tools to collect customer feedback but also the insights to interpret it and the know-how to transform it into a strategic roadmap for success.
The challenge:
Insights that drive action
In a competitive market, knowing exactly what customers value and how to keep exceeding those expectations is essential. While off-the-shelf survey platforms can produce a score, that was only the start of what Appear needed. They were looking for:
- A deep understanding of why customers felt the way they did
- Insights connected directly to business strategy
- Recommendations they could act on immediately
The solution:
Metrics with insight
Peak Signal worked closely with Appear’s leadership to design the survey around the metrics that mattered most:
- CSAT to benchmark satisfaction
- NPS to track loyalty and advocacy
- CES to measure ease of doing business
Questions were chosen to ensure both industry benchmarking but also to identify strategic priorities for action. The data captured was multi-layered covering both quantitative and qualitative aspects:
- Quantitative: A tailored online survey reached ~150 global customers, producing a robust dataset across all regions.
- Qualitative: In-depth interviews with 15 senior decision-makers provided the “why” behind the numbers.
Drawing on decades of industry knowledge and expertise in service excellence, Peak Signal translated the results into a practical, prioritised action plan that highlighted the most impactful changes. Collaborating closely with the Appear Leadership team, these recommendations were then integrated into their strategic action plan for implementation.
The result: Building on strengths toward industry leadership
The first survey confirmed what Appear already felt was the case, that customers valued their innovation, reliability, and professionalism. But the Peak Signal analysis and recommendations also revealed precise opportunities to raise the bar even higher.
Acting decisively on those insights led to:
- NPS climbing significantly in year two, showing stronger advocacy and loyalty
- CSAT improving across all regions, with standout gains in responsiveness and proactive communication
- CES increases, making Appear even easier to work with
Beyond the metrics, Appear has also expanded its commitment to customer collaboration. Building on the success of its first US Customer Council launched in 2024, Appear introduced an EMEA Customer Council in 2025, creating a regular forum for dialogue, co-creation, and shared innovation with key partners. These councils ensure that customer voices are not only measured but actively shape Appear’s roadmap.
“Peak Signal’s process gave us clarity, not just data. We knew exactly where to focus, and our customers have noticed the difference.”
Alex Pannell, Chief Commercial OfficerAppear
Embedding the customer voice
This was never just about collecting feedback, it was about future-proofing customer relationships. By making the customer voice central to decision-making, Appear has strengthened their market position and reinforced their reputation as a trusted, customer-centric leader in broadcast technology.
Heading to IBC?
Meet the Peak Signal team to see how we can help you turn customer feedback into a genuine competitive advantage.
About Appear
Appear is a leader in live production technology, specialising in high-capacity, sustainable solutions for media processing and content delivery. Its portfolio is designed to support the most complex scenarios of live event contribution, adapting seamlessly to the ever-evolving dynamics of the media, entertainment and sports industries.
About Peak Signal
Peak Signal are straight-talking experts in the media and broadcast industry, providing consultancy and managed delivery to content owners, broadcasters, and service providers. With expertise across project delivery, technical solution design, service improvement, and customer experience, Peak Signal helps clients turn strategic ambitions into operational reality and customer feedback into a competitive edge.
