Customer Feedback Software

Collect feedback from customers and employees with stunning CSAT, CES & NPS Surveys and actionable insights

Customer Feedback Solutions

Customer Feedback Software

Collect feedback from customers and employees with stunning CSAT, CES & NPS Surveys and actionable insights

Customer Feedback Solutions

Collect feedback across all touchpoints

Kiosk

Email

SMS

Phone

Online

Measure feedback metrics that actually matter

Measure the Customer Feedback Metrics critical to your Feedback Program and your business strategy.

 

Net Promoter Score

NPS is popular metric for measuring Loyalty. Use ready NPS Survey Templates to measure Employee & Customer Loyalty.

Customer Effort Score

Use CES Surveys to measure customer effort and identify inefficient processes and improve customer service standards in your organization.

Customer Satisfaction Score

Use customized CSAT surveys using multiple scales like Likert/Matrix, Smileys, Stars, Hearts, Numbers and more.

Close the feedback loop with real time analytics

With real time analytics through the supervisor dash see responses as they come in.  Action those that need it and close the feedback loop.

 

Amazing Survey Analytics, Real time Feedback Reports

Gain amazing insights with  Real time Feedback Reports. Get an overview of survey analytics and drill down to what’s working and what’s not.

 

Suitable for all businesses

Giving everyone access to a secure, stable and powerful feedback platform

 

Omnichannel

Give your customers and employees a voice at every touchpoint.​

Enhanced Security

Securely sync data. Get enhanced data security and protection.

Built For Scale

Set up multiple teams. Add multiple surveys. We expand as you grow.

Standard Metrics​

Measure and benchmark with the right industry metrics - NPS, CES and CSAT.

We strive to make our clients happy

so, let's be happy together

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The increase in telephony NPS for major examinations board

We strive to make our clients happy

so, let's be happy together

+ 0
The increase in telephony NPS for major examinations board

See for yourself, Book A Live Demo

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All three measures tell you something different about the customer experience, and it’s important to identify exactly what it is you want to know and what gives you most value.  

For example, there is no point measuring NPS if you are a public service with no competition. Likewise, if you are measuring NPS you need to decide if your customers really are likely to recommend your product or service; if not don’t ask it. 

C-sat comes into its own when you want to measure the here and now, capturing customer sentiment about a specific interaction. C-sat also enables clear benchmarking and comparison against other channels, teams, products or services.  

Finally, customer effort is becoming increasingly valuable because ease of interacting with an organisation is now proven to have significant link to loyalty and increased lifetime spend. It also enables quick effective pin-pointing of high effort points in the journey which can then be analysed and improved add value to continuous improvement programmes 

If you want to gather feedback about the quality of an agent or getting in touch with you, post-interaction surveys are most useful. These are are best done as close to the interaction as possible, often in a post call IVR, SMS or on social media. If you want to understand things on a longer term basis you can use less immediate channels such as email.

Understanding what your experience is like for your customers is extremely valuable if the insight is used effectively. Using analytics can speed up the process and tell you what is going on, through real-time dashboards. Backing this up with internal continuous improvement processes is a powerful combination.

Using the feedback you gather to make specific improvements can be tracked through a clear measurement framework. Most customer contact channels provide statistics on volumes and contact types and adding some commercials around that to provide a cost per contact will really help demonstrate ROI from the improvements you make.

Customers are asked for a lot of feedback these days so we need to be conscious of that. However, if your survey is low effort to complete and you put in some ‘no repeat’ rules (to ensure you don’t ask the same customer too many times and you can demonstrate that you listen to the feedback and act on it), your customers won’t mind you asking them for feedback.

Make your survey low effort by making the scoring mechanism easy, quick and only ask the questions you really need to ask.

There are 2 ways you can do this. Firstly, if your advisors are self selecting respondents you can add a simple rule like ‘every 10th’ caller and then benchmark their scores against colleagues. If their scores are consistently higher they could be cherry picking. Or they may just be a brilliant advisor! Secondly, you can use the survey platform to ask customers to take part without the knowledge of the agent. This takes away the cherry picking aspect but also reduces effort for the advisors and keeps average handling time down.