Real time measurement of customer experiences at different touch-points can be expensive and require laborious IT integration.
We developed our Customer Experience Monitor as a low-cost, flexible service that you can implement quickly and easily. It allows you to quickly see, in real-time, what customers feel so you can reward good outcomes and focus scarce resource where it can create the biggest improvement to customers and the bottom line.
From just £999 + VAT a month you can monitor your key touch-points. Simply cut and paste our bespoke links into your standard service emails, or web confirmation pages, or SMS texts. We will set up unlimited campaigns (sales, complaints, claims etc), and as many touch-points as you like within each campaign. You can then break down results for each touch-point by Agent, store or customer ID.
You can monitor the metrics that matter most to you.You can track all the major measures including Net Promoter Score, Customer Effort Score, Customer Satisfaction and so on. You can also ask bespoke questions and capture free text. Customers simply click through to our data capture screens. Our simple designs ensure maximum response and can be tailored to fit your brand. Our screens are compatible with all devices and touch screens.
View real time reports through our 24/7 online reporting system. You can drill down into results for each stage of the customer journey and even download data as a CSV file or via XML to integrate into your enterprise reporting systems.
Choose a fully managed or self-service option. Included in our standard monthly fee we will do everything for you in the first month to get you up and running. For the duration of the agreement you will also receive a free review of results each quarter to help you stay on top of performance trends. You will even receive free guidance on the steps you can take to improve performance.
You can use our 24/7 reporting and admin system to make as many changes and additions you want to your campaigns and questions or download raw data into your own systems. Or you can pay us to set up and manage all changes and to develop bespoke reporting at £120/hour + VAT.
We also offer consultancy on service strategy and customer journey design. To find out more about Customer Experience Monitor or our customer journey insight, design or transformation services please contact us.