Organizations use survey tools such as SurveyMonkey or Qualtrics to collect feedback after individual customer interactions, such as an online checkout experience or completing a flight. Thematic analyses this feedback to provide deep insights into what what works and what doesn’t, at critical moments in the customer journey.
For example; in a contact center interaction, this may mean identifying which specific processes aren’t working, and why. Or which specific attributes of call-center agents are producing the most positive customer sentiment? Knowing these can help you save customers. And that means dollars back into the business.
|20x||Reduction in time required to draw critical insights: from weeks to minutes.|
|16pt||NPS increase since implementing operational improvements.|
|10+pt||Double-digit NPS improvement from bottom tier to middle tier globally.|
|Alignment||Clarity on the true drivers of NPS to ensure CX can be improved faster.|