New Good CX x HTO research: 82% gather customer feedback. 23% have a clear process to act. Read the paper, then get your own Orange Zest report.
Better customer experiences start inside your organisation.
Your customers experience how your business works. Who takes ownership. Whether information reaches the right people. What happens when something needs fixing.
Half Time Orange helps you understand what’s helping, what’s getting in the way and where your team sees things differently. Then we help you connect that understanding with the evidence and decisions needed to move forward.
Start with your own perspective, explore the team picture or put existing knowledge to work.
Free · About 10 minutes · Tailored report by email
Understand what’s happening. Work out what to change.
Start small or bring the bigger picture. These three connected tools help you investigate how your organisation works and keep customer improvement moving.
Orange Zest™
How does it look from where you sit?
A free, ten-minute diagnostic exploring the internal conditions behind customer experience, from leadership and ownership to how people use feedback and improve.
Your tailored report highlights strengths, possible barriers and useful places to start. It reflects your perspective. That’s valuable in its own right.
Blood Orange™
Do your teams see the same organisation?
Blood Orange brings several people’s Orange Zest responses together to reveal shared strengths, differences and friction worth investigating. Your team report and review conversation help you understand what needs attention and where to focus.
Customer Seat
Keep the work moving.
Bring those findings together with strategies, customer and employee feedback, previous research and the knowledge inside your organisation.
Customer Seat is a shared workspace where your team can investigate issues, develop priorities and prepare decisions. Return to the work as new evidence arrives, so each conversation can build on what you’ve already learned.
Start with one perspective, involve your team or bring evidence you already have.
Built for collaboration.
Meet Sherlock, your AI CX partner inside Customer Seat.
Sherlock works with the evidence and organisational context you bring in. Ask a question, explore connections across the material and examine the references behind an answer.
Use the conversation to challenge an assumption, prepare a decision or turn findings into a practical plan.
Your team brings the judgement and takes the action. Sherlock helps you work through the evidence.
Find out why the same issues keep coming back
Leaders think ownership is clear. The frontline keeps passing the problem around. Customers are still chasing an answer.
That difference is worth understanding before another initiative begins.
Bring internal perspectives, customer evidence and previous work together in Customer Seat. With Sherlock, explore questions such as:
- Leadership thinks people are empowered. What are other teams telling us?
- Customers keep chasing updates. What does our evidence suggest about where ownership or information breaks down?
- Which recommendations from the last report still matter, and what has changed since?
- What should we address first? What do we know, and what still needs checking?
Use what you find to prepare a better team conversation, set priorities or build an action plan with clear responsibilities.
Bring the reports gathering dust back into the work.
Previous research and recommendations give you somewhere to begin. Customer Seat helps you revisit them alongside new evidence, rather than start from scratch each time.
For consultants, it’s also a way to keep your work useful after the presentation and build the next engagement on what’s already known.
Tell me what you’re trying to move forward. No need to send evidence yet.
Collecting feedback is one thing. Being able to act is another.
In our research with Good CX, 82.1% of respondents said their organisations gather customer feedback. Only 22.8% reported a clear process for acting on it.
The difference matters. Listening needs to connect with how decisions are made and work gets done.
The Silence of the System: Why Business Transformation Stalls explores that gap between intention and action.
Written by Liz Pinfold Reed of Good CX, with Half Time Orange as the diagnostic and research partner.
The research draws on responses from 123 senior leaders across Australia and New Zealand, collected between October 2025 and March 2026. It was a self-selecting sample, not a nationally representative benchmark.
Free, via Good CX
More depth or capability when you need it.
Beni Madonna adds the voices behind the findings. Structured recorded interviews let leaders, employees and customers contribute in their own time, without weeks of diary coordination.
ACXS helps build the skills to act. Half Time Orange is the New Zealand training partner for this practical customer experience programme.
Customer Seat is powered by Ask Astro. Orange Zest runs on QuestionPro. Our research partnership with Good CX adds to the evidence behind the work.
Start where you are.
Want to see what’s helping and what’s holding things back?
Give Orange Zest ten minutes. You’ll receive a tailored report exploring your perspective on how your organisation supports better customer experiences.
It’s free and designed to be useful on its own. Further support is optional.
About 10 minutes · Tailored report by email
Have a team challenge, existing reports or a decision to make?
Let’s talk about what you’re trying to understand and move forward.
We can explore the team picture with Blood Orange, put existing evidence to work in Customer Seat or work out what other support would help.
brenton@halftimeorange.co.nz