Instant feedback
feedTRACK ensures automated feedback collection from your customers. It can obtain information immediately after an interaction and deliver it to you in a clear format in the shortest possible time. It can handle even very large numbers of customers.
Do you want to know how customers rate you, what your strengths are, and where the opportunities for improvement lie? Thanks to easy implementation and ready-made solutions, you can start listening to the voice of the customer in a short time, improve, and gain an edge over the competition.
Outreach
Most often, the customer is contacted by e-mail or SMS. The outreach is designed in line with your company identity and responsive design and can be personalized according to the type of interaction and customer.
Tailored questionnaire by interaction type
We prepare questionnaires according to the type of customer interaction using metrics such as NPS, CSAT, CES, FCR, including open-ended questions. The questionnaire is responsive, visually adapted to your corporate identity, and variable based on different criteria (e.g. segment, product, or interaction type). We also offer internal employee satisfaction surveys (eNPS or post-onboarding feedback).
A thank-you message that completes the positive impression
After completing the questionnaire, the customer can be shown a thank-you message tailored to their level of satisfaction. It can be complemented with a link to a Google review, your website, and social media, or also with a discount code, voucher, or another form of reward.
Solution information
SYSTEMATIC
The most common form of feedback collection – continuous and personalized outreach to customers or employees. Suitable for long-term tracking of feedback development. Customers or employees can be contacted by e-mail, SMS, or phone, or you can use a QR code at a branch or share it with employees online or in the office.
PHYSICAL
Would you prefer customers not to be contacted directly, but rather rate their experience on site, for example at a branch or store? We can provide kiosks that you can place at selected locations, or we can create QR codes that you can place anywhere (for personalized as well as anonymous collection).
DIGITAL
The application is built for both continuous feedback collection and one-time surveys. At the same time, it can collect feedback in a personalized way (via e-mail and SMS) as well as anonymously (via your website, application, newsletters, e-mail signature, or QR code), all through connected universal links.
ALL-IN-ONE
Within this solution, you can use different forms of feedback collection depending on the touchpoint, product type, or client group. The solution can be combined in different ways to best suit your needs. You can collect data systematically, but also run one-time surveys.
Metrics
Net Promoter Score (NPS)
Net Promoter Score (NPS) is a simple loyalty measurement method used to achieve more accurate results related to company growth. Using NPS, we measure customers’ willingness to recommend a product, service, or company to their friends or acquaintances. NPS can therefore help identify loyal customers.
Most commonly used question wording for NPS measurement: “Would you recommend our company based on your experience?”
Measurement: On a scale from 0 to 10, with ratings divided into 3 categories:
- promoters (ratings 10 and 9),
- passives (ratings 8 and 7),
- detractors (ratings 6 to 0).
Promoters are the most enthusiastic and loyal customers, while detractors are perceived as providers of negative value for the company. Passives are neither positive nor negative, and if they get the chance to switch to a competitor, they may choose to do so.
Calculation: NPS = % promoters – % detractors (the score ranges from -100 to +100)
Customer Satisfaction Score (CSAT)
Customer Satisfaction Score (CSAT) is a metric used to measure customer satisfaction with a given product, service, or experience. Thanks to this metric, we can identify areas for improvement and then take steps to improve products, services, and employee behavior.
Sample question: “How satisfied were you overall?”
Measurement: Most commonly on a scale from 1 to 5 (although another scale range may also be used), and different symbols may be used instead of numbers (for example smileys or stars).
Calculation: Average score of all responses (most often in %).
Customer Effort Score (CES)
Customer Effort Score (CES) is a metric used to measure the effort customers must make when interacting with a company, product, or service. It is based on the idea that if a customer has to exert only minimal effort during interaction with a company, they will be more satisfied and more loyal.
Sample question: “How easy was it for you to complete this process?”
Measurement: Most commonly on a scale from 1 to 5 (although another scale range may also be used).
Calculation: Average score of all responses (most often in %).
Employee Net Promoter Score (eNPS)
Employee Net Promoter Score (eNPS) is a metric that measures employee loyalty and is based on the NPS concept. It helps organizations identify the level of engagement and satisfaction among employees. Frequent eNPS measurement enables companies to detect issues expressed by employees.
Sample question: “How likely is it that you would recommend working at this company to your friends and acquaintances?”
Measurement: On a scale from 0 to 10, with ratings divided into 3 categories:
- promoters (ratings 10 and 9),
- passives (ratings 8 and 7),
- detractors (ratings 6 to 0).
Calculation: eNPS = % promoters – % detractors (the score ranges from -100 to +100)
First Call Resolution (FCR)
First Call Resolution (FCR) is a metric used in call center evaluation to measure the efficiency of call center teams. This indicator evaluates how quickly a call center employee can resolve a customer’s issue or question. A high FCR rate means fewer repeat calls from the customer regarding the same issue and higher satisfaction.
Sample question: “Was your request resolved during the first call?”
Calculation: FCR = (number of cases resolved on first contact) / (total number of cases) × 100%