We develop feedback systems that give your customers a voice and provide you with continuous information for optimizing customer touchpoints.
Countless transactions take place every day between companies and customers. However, individuals are rarely given the opportunity to provide immediate, specific, and event-related feedback. This is exactly where Customer Voice comes in. Implemented as a partially or fully automated feedback process that is triggered manually (e.g., by a clerk) or automatically (e.g., from a CRM or ticket system) after a transaction is completed, Customer Voice gives customers a voice and provides the company with continuous information for optimizing the touchpoints that determine customer loyalty and satisfaction.
Respondents are invited by email or on a website to take part in a short online interview in which they evaluate the transaction they have just completed using closed and/or open questions. After completing the interview, the participants’ assessments are fed into real-time web reporting, which displays the aggregated customer feedback over time. With consent, individual results data can also be fed back into the CRM system.
