Customer Surveying
There are now a number of customer survey options to choose from that can be deployed via IVR, email or web interfaces. These can work independently or be integrated with existing back office, call centre or CRM systems.
Some are intended to be used immediately following interaction with a call centre agent while the customer experience remains fresh using a choice of short surveys based on business rules you define.
Since the invitation to participate is made in person, customer participation rates are sufficiently high that it is possible to gather census levels of feedback rather than samples thereby increasing the range of analysis that is possible.
To help ensure that immediate issues and opportunities are acted upon, these systems deliver alerts and workflow items to any pre specified desktop across the organisation. Links to actual call recordings provide managers with an immediate review capability, enabling them to drill down for further analysis.
This aspect of real time management of the customer experience is the most powerful feature of such systems since they cut through any latency and give precise insight into what needs fixing or capitalising on.
Functionally these systems provide the ability to build surveys with conditional questions and develop business rules to trigger the right survey given the current context of the customer experience so the survey has direct relevance.
As previously mentioned, these can then monitor results in real time and trigger real time alerts and improvement workflows which in this context mean a predefined series of activities that must be performed within a prescribed period of time.
Insights & Reporting
Template reporting is included that provides different insights into the customer experience. One of which is the net promoter score for organisations looking for a way to track their progress in building customer advocacy. Another is a dashboard style report on the state of new, outstanding and completed customer issues.
More typical reporting includes overviews and detailed views of surveys, showing response and completion rates, question details, individual and aggregated responses. Performance analysis reports deliver overviews and summaries of effectiveness, metrics for agents, supervisors, and managers to identify strong and weak performers.
Goals can be generated in relation to the tracked metrics which in turn will generate performance gap trend analysis. The associated quality reports calculate indices based on company and customer metrics. Any discrepancies can be plotted to depict areas of strength or weakness graphically.
Performance reports can be personalised into role appropriate scorecards that display actual employee performance metrics. These scorecards include an extensive set of predefined key performance indicators with the ability to create customised versions, so all levels of the organisation, from agents to executives; can see how they’re performing against customer satisfaction goals.
See alternative business needs description
Datapoint provides the following technologies and services for Customer Surveying.