Real-time feedback
All of the feedback collected by ServiceTick for every survey is stored within our secure hosting environment and is available as soon as it is collected from customers through our web based reporting console.
Reporting console
Our reporting console provides the platform from which a range of reports can be accessed. Information collected can be viewed using a number of pre-defined filters such as brand, product, organisation, team and individual. Results can also be selected for common or custom date ranges.
Summary and detail
Summary results showing the volume of survey activity generated and level of response are available and each individual customer's feedback can be listed. The detail of each customer response can be inspected - this shows the questions asked and the customer's response.
Voice-to-Text
If the survey relates to an IVR survey, recorded verbatims capturing the voice of the customer will be available to listen to. Each of these sound files can also be automatically translated into text.
Alerts
Alert conditions can be specified based on the response to any question or the presence of any keyword in a text verbatim. An alert will be identified in real-time as soon as the customer supplies feedback that triggers an alert condition. Alerts can be reported via our console or sent immediately via email.
Full and part-completed
ServiceTick will store and report all of the feedback received from a customer including any part-completed responses to surveys.
Question and response analysis
Responses to specific question types and question categories can be reported and analysed - this allows feedback from targeted areas of questioning to be understood and assessed.
Cross-tabulation
Customer feedback for individual questions can also be cross-tabulated against each other to provide another dimension to the reporting.
KPI monitors
Service-based Key Performance Indicators (KPIs) can be set-up to provide an immediate visualisation of actual service experience against service targets. Real-time alerts can be generated to immediately flag when service feedback drops below the required targets.
Agent statistics
For IVR surveys, call agent statistics are available and present a league table of agent performance based on actual customer feedback. Agent statistics can also be used to highlight if any individuals are "cherry picking" customer calls for feedback to manipulate most positive feedback scores.
Bespoke requirements, custom reports
If you have specific requirements that fall outside our existing reporting capabilities, we can develop customer-specific reports to meet your needs exactly.
Extract and further analysis
All of the customer feedback collected within ServiceTick can be extracted into Excel format. This allows you to take the data collected by ServiceTick and use it for further, offline reporting.