Why is Customer Experience important?
Customer experience will overtake price and product as the key brand differentiator by the year 2020
55% of customers would cease buying from a company that provides poor customer service
Companies that excel in the customer experience grow revenues 4%–8% above their market
How you benefit from collecting customer feedback
Increase customer satisfaction
Satisfied customers become loyal customers, loyal customers become brand advocates. Win-win.
Boost customer loyalty
You know the drill: Acquiring a new customer is significantly more expensive than keeping one.
Get actionable feedback
Stay in the loop with our omni-channel feedback solution to cover the entire customer journey.
Accelerate revenue growth
Customer retention, cross-selling, and word of mouth have a notable impact on your bottom line.
Customer feedback and experience software
Create, distribute and analyze surveys
Collect feedback at every customer touchpoint
Improve your customer lifetime value
Making your customers as successful as possible is key to building a healthy and growing business. Successful customers not only stick to your product or service, they are also happy to spread the word about your company.
This is why it is crucial to measure customer satisfaction and customer loyalty through metrics like the Net Promoter Score (NPS). Measuring metrics like satisfaction and word-of-mouth lets you keep an overview of your customer relationships and more importantly, enables you to predict and prevent customer churn.
Monitor service quality
Improved service quality is correlated with profitability and long-term economic competitiveness. In simpler terms, happy customers and good customer relationships are a key ingredient for becoming a market leader.
Metrics like CSAT (Customer Satisfaction) and NPS (Net Promoter Score) are industry standards to accurately measure overall satisfaction with customer service. These metrics combined with feedback collected from more specific questions let you know exactly which customer service areas need improvement.
Level up your sales organization
Collecting relevant feedback at every step of your customer’s buying journey can greatly enhance sales performance. With every won and lost customer, your sales force becomes more knowledgeable and more successful.
Measuring customer satisfaction as well as gaining insights into why customers have been won or lost will tell your sales team what approaches work best and significantly improve their win rates.
Know what customers think about your product
Your product is the core of your business that has the most interactions with your customers. Therefore, product quality and product design are the cornerstones of customer experience.
Measuring product quality, likelihood to recommend or user experience lets you inform your product development. This data-driven approach will not only lead to more clarity of how your product is perceived, but will ultimately let you prioritize the most important features and fix product defects faster.
Do market research like a pro
Marketing surveys are a powerful instrument to get a better picture of who your customers are, what they think about your product or service, and what preferences they have.
With the insights gained from marketing surveys, you are able to base your marketing campaigns and strategies on actual research, create your ideal personas, and survey aspects like brand perception or buying behavior. Thus, giving you all the data you need to scaling your marketing activities profitbably.
Collect feedback on conferences and events
Conferences and other events that require a lot of planning and organizing can benefit greatly from attendee feedback surveys, either before, during or after the event.
With conference surveys you can measure overall satisfaction, rate speakers and talks, collect feedback on service quality, or simply get to know your audience better. All these insights let you significantly increase the impact of your next conferences and other events.
Choose your customer feedback channel
Every company is different. Choose which feedback channel works best for you.
- Get feedback right at the point of experience
- Push surveys to your terminals - just one click from your account
- Unobtrusive feedback pull - no push
- Distribute your surveys via email or share them as a link
- Full flexibility: Embed surveys on your own websites
- Gather feedback offline with QR codes that link to surveys
- Collect feedback from your customers on the go
- All surveys are designed to be completely responsive
- Customers should have the best experience - on all devices
All the data you need in one dashboard
Monitor NPS, CSAT metrics or your custom KPIs in one dashboard
Segment results by your company locations
Benchmark yourself against your industry
We've got you covered
Airlines & Transportation