Mastio & Company

What Mastio & Company does

Mastio & Company is a privately held B2B customer experience research and analytics firm founded in 1989 and headquartered in St. Joseph, Missouri. The firm conducts proprietary (single-client) and syndicated (multi-client) customer value and loyalty studies across three primary verticals: Transportation & Logistics, Plastics, and Energy. Its client base of 300+ organizations includes Fortune 100 and 500 enterprises such as Old Dominion Freight Line, ArcBest, Berkshire Hathaway Energy, FedEx, UPS, Shell, Dow, ExxonMobil, and BP, with several relationships spanning 15+ years.

The company's product portfolio comprises six research programs — Customer Experience, Customer Satisfaction & Loyalty, Defection, Product Quality, Brand Evaluation, and Organizational Culture — and approximately 16 syndicated studies covering US and Canadian LTL carriers, truckload carriers, global freight forwarders, customs brokers, multiple polyethylene and polypropylene resin categories, the polyethylene film market, injection molding markets, and a suite of energy-sector studies (natural gas pipelines, natural gas marketers, midstream, producers, power marketers, electric utilities). Analytical methodologies are proprietary and include Customer Value Analysis (CVA), Net Promoter Score (NPS), Customer Satisfaction Index (CSI), PP100 (problems per 100 products), and the Matrix of Performance Improvement (MOPI) framework, all grounded in email and in-depth telephone interviews with executives who influence supplier selection.

Mastio operates a quote-based, direct-sales-only distribution model with no self-serve or channel partner motion. Revenue is generated through a mix of one-off proprietary study fees and recurring/bi-annual syndicated study subscriptions, with deliverables delivered as comprehensive printed reports and in-person presentations. The company is bootstrapped, with no disclosed funding rounds, acquisitions, or institutional investors, and serves clients across North America (USA and Canada).

Name

Mastio & Company

Legal name

Mastio & Company

Website

https://mastio.com

Company type

Private

Founded year

1989

Operating status

Operating

Headcount range

11–50 employees

Short description

Mastio & Company is a privately held B2B customer experience research firm that conducts proprietary and syndicated customer value and loyalty studies for 300+ enterprise clients in transportation, plastics, and energy sectors across North America.

Ownership category

akta.pro rank

Headquarters

HQ city

Saint Joseph

HQ country

United States

HQ region

North America

Offices1 record

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Marketing or Sales, Others

Revenue model

1. Proprietary (Single-Client) Studies: Company-specific assessments that deliver actionable insights and unbiased data tailored to a single client's needs. These are detailed custom studies conducted for individual organizations seeking to understand their customer perception versus competitors.
2. Syndicated (Multi-Client) Studies: Multi-client studies published regularly (annually or bi-annually) across specific industries (transportation, plastics, energy). Multiple companies subscribe to the same study, sharing benchmark data and competitive insights at a lower individual cost.
3. Program Services: Ongoing survey programs measuring customer perceptions, including Customer Experience, Customer Satisfaction/Loyalty, Defection, Product Quality, Brand Evaluation, and Organizational Culture programs. Delivered as comprehensive printed reports with raw data, analysis tools, and in-person presentations.

Go-to-market motion1 record

Distribution channels1 record

Marketing channels5 records

Core offering

Mastio & Company is a B2B customer experience research firm that conducts proprietary (single-client) and syndicated (multi-client) customer value and loyalty studies for enterprise clients in transportation & logistics, plastics, and energy sectors. The firm collects primary customer perception data via email and in-depth telephone interviews with executive decision-makers, then applies proprietary methodologies (CVA, NPS, CSI, PP100, MOPI) to benchmark clients against competitors and deliver printed reports, raw data, and in-person presentations.

Product overview

Mastio & Company is a B2B customer experience research and analytics firm that provides proprietary (single-client) and syndicated (multi-client) customer value and loyalty studies. The company operates across three primary sectors: Transportation & Logistics, Plastics, and Energy. Its core offerings include six research programs (Customer Experience, Customer Satisfaction & Loyalty, Defection, Product Quality, Brand Evaluation, and Organizational Culture) that utilize methodologies such as Customer Value Analysis (CVA), Customer Satisfaction Index (CSI), and Net Promoter Score (NPS). These programs are delivered through sector-specific syndicated studies covering carriers, resin suppliers, pipelines, and market studies across 33+ end-user markets. The company has conducted over 900 B2B projects for 300+ clients over 35+ years.

Differentiator

Problem solved

Functional benefit

Products and services

• Customer Experience Research Program
• Customer Satisfaction & Loyalty Survey Program
• Defection Intervention Program
• Product Quality Benchmarking Program
• Brand Evaluation & Alignment Program
• Organizational Culture Evaluation Program
• LTL Carrier Customer Value & Loyalty Study (US)
• Canadian LTL Carrier Customer Value & Loyalty Study
• Truckload Carrier Customer Value & Loyalty Study
• Global Freight Forwarder Customer Value & Loyalty Study
• Customs Brokerage Value & Loyalty Study
• Polypropylene Customer Value & Loyalty Study
• HDPE Customer Value & Loyalty Study
• LLDPE/LDPE Customer Value & Loyalty Study
• Polyethylene Film Market Study
• Injection Molding Market Study
• Natural Gas Pipeline Transportation Customer Value & Loyalty Study
• Natural Gas Marketer Customer Value & Loyalty Study
• Midstream Customer Value & Loyalty Study
• Producer Purchaser Value & Loyalty Study
• Power Marketer Value & Loyalty Study
• Electric Utility Key Account Value & Loyalty Study

Quantifiable outcome

• Customer defection reduction of up to 50%
• +5 more outcomes

Named customers4 records

Segments3 records

Ideal customer profiles3 records

Technology focussed No

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature5 records

Scale indicators3 records

Recent moves6 records

Expansion highlights5 records

Direct peers

• InMoment: Customer experience research and Voice of Customer (VoC) provider. Comparable to Mastio in CX measurement, NPS, and competitive benchmarking, with an additional technology platform layer for enterprise buyers.
• MaritzCX: Customer experience research and loyalty program provider serving enterprise B2B clients. Comparable to Mastio in CX measurement, NPS, and customer loyalty programs, with similar mid-market enterprise B2B positioning.
• J.D. Power: Syndicated industry research firm publishing subscription-based benchmarking studies across automotive, financial services, and other verticals. Closely mirrors Mastio's syndicated business model of multi-client studies with subscriber benchmarking.
• Walker Information: B2B customer experience research and analytics firm offering syndicated and custom CX studies. Highly comparable to Mastio in delivering enterprise customer loyalty benchmarking with proprietary methodologies to Fortune 500 B2B clients.

Emerging players

• Medallia: Customer experience analytics platform with AI-driven sentiment and benchmarking. Overlaps with Mastio's CX research scope, but competes via technology-driven automation rather than traditional syndicated studies.
• CustomerGauge: NPS and customer experience platform serving B2B enterprises. Comparable to Mastio in B2B customer loyalty measurement, with technology platform delivery that competes with traditional research approaches.
• Qualtrics: Customer experience and market research platform with NPS, benchmarking, and survey automation. Comparable to Mastio in customer research, but offers technology-driven platform delivery and broader market coverage at scale.

Broad incumbents

• Ipsos: Global market research firm with significant B2B research capabilities. Overlaps with Mastio in syndicated research and customer experience measurement, but operates at much larger scale across consumer and B2B markets.
• Kantar: Large global research firm providing customer experience and brand measurement. Comparable to Mastio in B2B CX research, but with a broader portfolio and substantially greater geographic scale.
• Gallup: Long-established research firm providing customer engagement and B2B research. Comparable to Mastio in customer research methodology and Fortune 500 client base, but with broader scope and global reach.

Market position

Strengths5 records

Weaknesses5 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Facebookfacebook.com/862907353829638

Revenue estimate

Valuation estimate

Number of profiles

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Mastio & Company