From managing customer and employee feedback to converting unhappy customers into loyal ones, Shopmetrics Enterprise Evolution 2015 offers the complete solution for collecting, processing, tracking and handling customer feedback.
Our Enterprise Feedback Management system enables deployment across the enterprise, providing decision makers with important data for increasing customer satisfaction, loyalty and lifetime value. We provide workflow processes with user roles and permissions to ensure consistent survey quality and enforce respondent privacy and IT security policies. Departments within an organization can collaborate on feedback initiatives, sharing results and gaining insights that enable the organization to listen, learn, react and anticipate to the needs of their key stakeholders.
Action Management and Progress Reporting
Action Management and Progress Reporting can be easily incorporated into any level in your enterprise, allowing you and your customers to:
- Monitor personalized task responsibility, workloads and timeliness of execution with a single glance
- Track the data source for any requested action, be it a mystery shop or customer satisfaction survey
- View live progress reports at any step of the Action Plan workflow
- For large and international organizations, Action Plan distribution is reported with geographical context and reference
The Last Piece of the Puzzle
With trends clearly indicating an increased client demand for increased Return On Investment (ROI) with little-to-no effort, it is apparent that simply collecting, analyzing and reporting results is steadily becoming an insufficient solution for research companies worldwide. More is needed.
With Shopmetrics Action Management you can now easily introduce a new and crucial piece in your business concept by providing a means for your clients to act upon results:
Organization Performance Improvement
Boost the effects of your mystery shop and internal audit programs by introducing an Automated Action workflow specific to your clients’ needs.
With a few simple steps, quickly identify and resolve any recorded non-conformities and improve end client internal processes, employee training programs, and overall organization performance.
Record and analyze customer satisfaction via an entire ecosystem of data collection tools. Utilize solicited and unsolicited feedback. Make sure you are "listening" at all the right places by even monitoring and analyzing posts in social media related to your clients’ businesses:
- Exit Surveys (Interviews)
- SMS Surveys
- Email Surveys
- Kiosk Surveys
- QR Surveys
- Social Media Comments
Regardless of the point of contact, with Shopmetrics Action Management you now have the tools to catch the emotion any customer takes with them from the interaction with your client's business.
With Shopmetrics Action Management, customers with a positive emotion are identified as "Promoters" and are given the means to easily promote your business or product.
“Neutrals” and “Detractors” are also identified and each is a target of an automatically generated conversion workflow so that their issues are clearly identified, addressed and resolved, turning them into company “Promoters.”
Contact our team to get enrolled in the Shopmetrics Empower program, designed to educate our customers in leading-edge concepts and trends in quality and service evaluation and improvement.