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AI-powered survey analytics for customer satisfaction tracking and scoring

Holistically analyze and manage customer satisfaction and Voice of the Customer

Gain valuable business insights into customer perceptions about your brand and quality of service

Powerful survey analytics software, fueled by AI, consolidates and evaluates the wealth of data collected either through our adaptable survey tool or a third-party survey platform. Generate insights, organize findings into categories, and apply them to various industry-standard scoring systems, to facilitate seamless integration across diverse sectors.

Understand customer satisfaction over time, not just during individual touch points and experiences

While customer survey analytics and tracking can determine customer satisfaction for isolated interactions, the inclusion of KPIs and standard scoring systems provides an understanding of customer satisfaction throughout their experiences with your enterprise.

AI-driven survey analytics includes accurately grading the level of satisfaction using Industry Standard Scoring Systems:
 

  • Net Promoter Score (NPS)

  • Customer Effort Score (CES)

  • Customer Satisfaction (CSAT)

  • First Call Resolution (FCR)

Net Promoter Score (NPS)

A popular metric used to measure customer loyalty and satisfaction can incorporate simple questions such as “How likely is it that you would recommend us to a friend or colleague?”, the discovery of both the question and the answer with scoring and preparation of the NPS.

 

Customer Effort Score (CES)

Like NPS, customer effort score gauges customer satisfaction by evaluating how much effort was required by customers to get their issue resolved.

 

Customer Satisfaction (CSAT)

Customer satisfaction is commonly used to determine how satisfied customers are with your company’s products or services.

 

Resolution (Ability to Resolve)

Prevent repeat calls by discovering when repeat calls occur and the cause of the those repeat calls.

Holistic Approach to Customer Satisfaction 

Take your analytics to the next level by employing additional intelligently automated solutions to deliver a 360 degree view of customer satisfaction:

Survey analytics for VoC

Survey and analyze Voice-of-Customer (VoC) to discover your customers’ true opinion of your services

Multichannel interaction analytics 

Intelligently automate the way you analyze 100% of the data gathered from multiple channels for interactions across the customer journey - before during and after service

True customer sentiment

Discover true customer sentiment, behavior and trends to effectively manage customer experiences

Track, measure and score KPIs

Monitor, gauge, and rate your customer satisfaction Key Performance Indicators (KPIs) such as Net Promote Score (NPS), Customer Efforts Score (CES), Customer Satisfaction Score (CSAT), and First Call Resolution Score (FCRS)

Automated tracking and trend analysis capabilities offer a true measure of customer satisfaction systematically scored and organized as actionable knowledge. Drill-down features provide quick review into the actual and relevant surveys, key performance indicators or calls. 

Bringing all the parts and pieces together can be challenging.

OnviSource can help you assess what what your need in order to gain a holistic view of your customers' experiences over time.

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Our Unique Customer Success Programs

We Make our Solution Work for You!

  • Free consultation to identify areas of improvement.

  • Try before you buy with our no-obligation Proof-of-Concept (POC) and demonstration of Return on Investment.

  • Free 30-day hands operation assistance to on-board your team and ensure our solution is optimized to meet your needs.

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