We all know the old adage ‘there’s no need to reinvent the wheel’. However, organisations also know that if they want to continue to compete, meet their customers’ expectations and create a culture that embraces new ways of doing things
Customer experience measurement
Through our team’s expertise, we will provide valuable guidance on selecting the most appropriate programme for your business. Whether it’s a traditional customer satisfaction programme, a voice of the customer programme, or a fully integrated CRM/customer experience measurement programme, we’ve got you covered.
Our goal is to help you comprehend and measure the experiences your customers, prospects, and rejecters have with your organization throughout their journey with you. We ensure the utilization of precise metrics such as NPS (Net Promoter Score), CSat (Customer Satisfaction Index), or CES (Customer Effort Score).
Leveraging our advanced CX toolkit, CxExplore, we can efficiently design and manage your CSat, VoC, or CX measurement programme. With multiple modules, we engage with and listen to customers across various channels (web, email, SMS) and securely capture time-based or event-triggered feedback at multiple touchpoints along their journey with you.
Additionally, we possess expertise in understanding, interpreting, and sharing insights throughout your organization. Our capabilities include analysis of unstructured comments using advanced AI text analytics, development of real-time online dashboards, management of 1:1 dissatisfaction alerts and case management, deep-dive insight analysis, utilization of advanced analytics, and through ‘storytelling’ PPT reporting.