How It Works

ServiceTick lets you build a picture of your customers by collecting real-time thoughts and opinions. It then helps you to measure and benchmark performance and service levels across brands, products, teams, or individuals within teams.

ServiceTick integrates with your own systems, and will ellicit feedback from any point within a customer contact. Customers may be facing into your company through the web, a call centre operation or face-to-face through a branch or direct sales network. You decide at what point in a process you’d like to make a feedback request, and how you’d like it collected: email, IVR or web pop-up.

Being a totally independent service, customers deal with ServiceTick in an extremely open and honest way. And with response rates at nearly 60% as standard, it’s clear that customers want to give companies feedback. High response rates also mean that the analysis is statistically sound.

Customers award Service Ticks dependent upon the level of satisfaction they’ve experienced from your company. They then go on to answer a more detailed level of questioning. Customer responses are collected immediately, and can be viewed by anyone in your company with access to the Service Tick online console.

The console allows you to:

• View at-a-glance how your brands, products, services, or call centre teams are performing.
• Drill down to find out what individual customers are saying about your service levels.
• Set-up alerts, to let your Call Centre know when a customer leaves an online process but who might be rescueable before taking their business elsewhere.
• Benchmark service levels and performance trends across your brands, products, teams and individuals within your teams.