Actionable Survey Analytics
turn your survey feedback into actionable insights that improve customer satisfaction, your products and services
There are many ways that companies collect and measure customer satisfaction:
- Customer Service Surveys
- Employee Satisfaction Surveys
- Relationship Surveys
- Transactional (Purchase / Service Experience) Surveys
- Email-based Surveys
- Website Feedback Surveys
- Voice Surveys (voice-to-text)
But with any survey analyzing open-ended responses is time consuming, costly, and difficult to quickly identify the reasons and drivers behind customer satisfaction and dissatisfaction. To do this, companies need a systematic, continuous solution that quickly and accurately transforms customer feedback into actionable insights.
Get The reason behind Your Customer Feedback Right
Most companies devote a lot of energy to listening to the “voice of the customer,” but most are unhappy with the outcome of their efforts. Companies looked for simpler vital metrics such as Net Promoter scores (NPS) to drive enhanced financial and competitive results. This simple way to categorize customers and the reason behind their feedback is typically phased:
On a zero-to-ten scale, how likely is it that you would recommend us (product/service/brand) to a friend or colleague?
To identify the reason for these attributes in the customers' own words simply ask one follow-up question:
What is the primary reason for your score?