If there is one thing we’ve learned over the past two years, it is that we all need to be able to embrace change and be flexible. For organisations, this requires a deep appreciation of how to handle planned, but
CSat/ VoC/ CX measurement programmes
Through our team’s extensive experience, we will advise you on the most appropriate programme for your business; whether a traditional customer satisfaction programme, a voice of the customer programme, or a fully integrated CRM/customer experience measurement programme.
We help you understand and measure the experiences that your customers, prospects, and rejecters have with your organisation across their journey with you. We ensure you use the right metrics; whether NPS (Net Promoter Score), CSat (Customer Satisfaction Index), or CES (Customer Effort Score).
To deliver your programme we use CxExplore, our advanced CX toolkit, which enables us to design and manage your CSat, VoC, or CX measurement programme. With multiple modules, we can engage with and listen to customers across multiple channels (web, email, SMS) and securely capture time based or event triggered feedback across multiple touchpoints in their journey with you.