To really measure delivered quality it’s what the customers think that matters. We have designed our customer satisfaction survey specifically for companies with a high level of customer contacts. The measuring is done continuously and automatically so that you will have real-time knowledge of what the customers think and why.
Don’t just measure it, drive it!
A customer satisfaction survey that doesn’t break down the result to a level where you can see what is causing it, just isn’t actionable. And if you can’t drive change, what is the point? Bright Navigator breaks down for example contact centre CSAT to team and agent level. It can also split the result based on your products, type of clients or channel (web, branch, field representatives, call centre etc.).
360° feedback
We include automatic feedback to the staff on how their particular customers have responded in comparison to their team. This has resulted in major improvements (on average 30% increase in very satisfied customers) for our clients. The solution becomes an automatic improvement and development tool.
How does it work?
We have deliberately developed the solution so that no IT integration is required. The agent either enters the customer’s phone number or email address in a web pop up, or an ACD automatically sends the number to the Bright server, which then calls the customer and asks 5-7 questions. The results are presented real-time in a user friendly dashboard with different access levels for managers, team leaders and agents.
Example of areas of measurement
- General satisfaction
- Engagement
- Knowledge
- FCR
- Sales
- Advocacy
- Customer verbatim
(saved as sound file as well as converted to text)
