Customer Feedback Tracking
Measuring your business performance.
We can capture survey responses from your website and push customers to a product or service discussion.
We can harvest customers from your social media channels and get them to complete a targeted survey.
We can integrate surveys into customer touch-points to build a better picture of product, service and brand experience.
We track customer sentiment and feedback over-time.
Until now online customer feedback has been restricted to online surveys.
Limitations placed on customer feedback methods means that insights are obtained by measuring responses to a set of predefined and often off-the-shelf satisfaction questions. These are the questions everyone else thinks you need to ask, but are not the questions your customer want you to ask.
To understand the what you are doing right and where you are going wrong you need to get the full picture and to do this you first need to involve customers in the development of your feedback process.
Today the investment you make in building a stronger customer relationship is only realised if you invite customers to help you improve and transform of your products and services.
Influencing the customer buying decision and developing customer loyalty requires a greater level business transparency and customer participation. We help you first understanding what is important to your customers before developing a plan to track customer sentiment and satisfaction.
We help you identify weaknesses across touch-points in the customer journey.
Where aren’t they buying from you? Why are they buying more from your competitor? What motivates the customer to make a change at a point in time? If the customer needs to you to lift your game – where do you start?
Experts in using technology and insight innovation to:
- Work with you and your customers to develop a meaningful and responsive customer feedback process.
- Measure customer satisfaction and experiences across the whole customer journey.
- Identify customer advocates and regularly engage with them to improve touch-point experiences.
- Extract keywords, customer language and online buying triggers to feedback into your marketing activity.