Intelligent Customer Experience Management
feedTRACK tells you what your customers think of you. It delivers insight that enables you to change your positioning and outreach in real time to attract new clients while keeping current clients happy.
Get instant feedback
feedTRACK closes the gap between customer analysis and effective action. It automates feedback collection at key interactions and sends the results to the right decision makers in real time. Whether you have 100 customers or 10 million, it arms you with essential information for pleasing them.
The customer filled in the feedback.
Drive satisfaction and loyalty
An unhappy customer will tell seven more people about their experience than a happy one will. So knowing their mood is crucial. Our ready-made solutions let you assess customer attitudes in real-time so you can please them and gain competitive advantage.
Do NPS the right way
Your net promoter score (NPS) reveals whether people will recommend you to friends and family. It is therefore crucial to get it right and to the right person. We make both easy. We also let you see comments that can identify moments of truth.
Have your customers advise you on who to reward and who needs more training. Our post-interaction assessment tools tell you what went right and what needs to change. They can also identify the frontline workers who earned their bonuses.
Customer experience improvement
Do you want to work effectively with customer feedback? Our advanced task management tool helps you engage your employees, who are immediately notified of any issues and can easily deal with the situation with the help of the back-communication tools embedded in our platform.
Find out what people think of your value proposition and how it compares to the competition. Then find out what they will buy next. Our unobtrusive methods inform sales of customer intent so they can pick the right approach.
Engage with customers
feedTRACK has become an important channel for customer communication for our clients
You show you care when you listen. And it gives you information for improving products and services, building loyalty, and selling more.
Bigger bonuses won’t lower staff turnover on its own
Positive motivation can work miracles. So show staff they have an impact. Share customer praise with them. Let them know they are valuable and you will strengthen their loyalty. Moreover, customers will love the positivity.
We help you stop customers from silently leaving
Our broad yet subtle approach identifies why customers are unhappy yet never say so, letting you take action to win back business and keep it. It can also tell you why others left and may not return.
Stop the calling and save
We’ve already helped many clients save money and customers by reducing call volume
Welcome calls, survey calls, retention calls — they are costly but deliver poor results. We’ve got better methods that tap into how people use technology to communicate.
Instant feedback after visiting a branch
'At SLSP we tried several feedback tracking solutions and after long-term and detailed tests of three different solutions we opted for feedTRACK.
'Thanks to feedTRACK, the customer's voice reaches the individual consultants, negative evaluations are sent to be immediately solved by the directors of individual teams (quick reaction of the superior has surprisingly positive effects on dissatisfied customers) and higher levels of management can easily track their areas of activity, whether we are talking about branches or call centers.
'The main reasons why we will continue with feedTRACK in the coming years are high response rates, clear user interface and especially flexibility – whether we are talking about data transfers (the agency understands data and IT in general), the structure of questionnaires and emails (fulfilling our requirements), tracking tasks, or analyses by branches, areas and regions.
'If we were to tell the root cause why we opted for feedTRACK, it could be summed up in one word, namely professionalism. Unlike other solutions, Market Vision focuses primarily on market research, and thus understands the issue at a much deeper level than the competition, thus being able to proactively offer solutions to problems that still arise.'
market research specialist
Improved experience and fewer returned goods
'We were looking for ways to reduce the cost of welcome calls from the call center while also improving the effectiveness of collecting customer feedback. FeedTRACK proved to be the tool we needed. Its 30% response rate and online reporting are much better than traditional approaches. And it can capture feedback from customers who don’t usually answer polls.
'FeedTRACK allows us to quickly identify and address specific issues and thus improve the customer experience. In addition, we have been able to significantly reduce the number of returns of purchased products by identifying and eliminating the causes. The feedTRACK team has repeatedly guided us on how to best address our customers, find innovative uses of the tool, and fine tune questionnaires and reporting.
'We use the data to help ensure the quality of our customer service. The data also help in negotiations both within our company and with our suppliers, as we can generate data-based arguments to make our case.'
customer experience expert
Immediate sharing of insights with managers
'The project of obtaining the customer feedback via feedTRACK is highly evaluated by our sales and service managers.
'The functionalities of positive and negative alerts we find especially useful. They are very suitable for motivating employees and strengthening relationships with customers.
'feedTrack is easy to navigate and cooperation with Market Vision is always flexible.'
Satisfaction of clients after returning from vacation
'We have been cooperating with the feedTRACK team for seven years. Together we prepare questionnaires for our clients to determine what people loved about their vacations, if their expectations were met, and what might have been missing in the package they purchased. Based on the results, we prepare offers for the next holiday season, removing and correcting shortcomings.
'Working with the feedTRACK team has helped us improve communications with clients and prepare products that elicit greater customer satisfaction. This is very important for CK SATUR; and thanks to our long-standing cooperation with the feedTRACK team, we have made things significantly better.
'I consider the agency to be innovative and flexible, always adaptable to our requirements.'
We’ve taken our extensive experience and re-engineered it into a unique, cutting-edge tool that’s easy to use and looks great. Innovation is in our DNA.
Moneta Money Bank wanted to be closer to their clients, gather their feedback easily and pass it on immediately to the relevant teams or employees. They decided for the complex platform feedTRACK, developer by Market Vision, and the whole CX programme was set up in just three months.
Every month Moneta gets more than 7000 evaluations. The application is intuitive and clear and with it's help a lot of clients were “saved”, because it enables you to react in time when something goes wrong with the client. Thanks to the fact that the bank contacts the client proactively and quickly, it prevents a complaint submission. Colleagues from branches, at the call centre and headquarters all draw on customer insights. Praise is instantly shared with specific employees and criticism is used to improve products and services across the company. Thanks to the feedback the bank, for example, adjusts the interior of their branches or the location of their ATMs and the overall client satisfaction with the services is increasing. Moneta managed to increase NPS (i.e. the customer loyalty rate) by 2-6 points, the amount of complaints dropped significantly and thanks to quickly getting in touch with the customers the bank manages to retain those who were not satisfied with the level of service.full article