Measurable KPI's to evidence issues and improvement
Benchmark & Compare.
Monitor trends by, hour, day, month or year.
View effects of service improvements as they occur.
Validate improvement projects.
Create experiences customers love
Uncover pain points, monitor changes and understand what matters most to your customers.
Helps you gain insight from free-text customer feedback without having to read through all the comments yourself. Industry specific lexicons identify meaning and sentiment based on the context in which a word or phrase is used.
A visual, intuitive way to see the words that your customers are commonly using to describe you. The larger the size of the word, the greater the frequency of use.
Enables you to delve deeper into what customers are saying, providing greater insight into context and nuance.
Enables you to compare responses to a survey question from different groups or to compare responses to two or more survey questions.
Useful in presenting a high-level overview for senior management. Contain key metrics and insights addressing the interests and concerns of the target audience.
Important where different users have different reporting needs, based on their role. Access can be restricted to those who have a genuine need to know.
Useful ‘at-a-glance’ guide to performance against key satisfaction targets. Can be used to tie customer satisfaction to process performance.
Enables analysts to undertake detailed analysis such as data triangulation where the data download is combined with other data sources.