Simple and straightforward capture of customer feedback at the point of experience. Very effective for capturing a single KPI (NPS or CSAT) and reason why
- Almost universal access - 9 out of 10 UK adults have a mobile phone (7 out of 10 a smartphone)
- Mobiles 'ever-present' and 'always on'
- Customers complete the survey at a time to suit them
- Relevant - uses the medium that customers use to contact you
- 20-25% response rates.
- Can be delivered as text message out and text message back (‘ping pong’) or...
- Link to online survey embedded in text message
- Opt out option can be delivered with first message
- Responses processed and available to view in real-time
- Short code available to eliminate any risk of cost to respondent.
- ‘Red flag alerts’ based on the customer’s response to individual questions or text provided in a verbatim can be configured to automatically surface an issue and allow a recovery process to be initiated.
- Short surveys that track a single KPI (e.g.NPS, Effort, CSAT) and reason why
- Point-of-purchase/transaction feedback
- Feedback on agent performance
- Mapping KPIs at different points on the customer journey
- Customer recovery