Track & Measure

Track & Measure

Discover the critical aspects of your customers’ experience journey, through our customizable qualitative customers experience measure and tracking methods.

Seasoned psychologists will reveal the true experiences of customers and employees, while our CX tracking takes place in real-time with online access to data, performance and tracking.

“80% of companies say they deliver ‘superior’ customer service; however, 8% of people think these same companies deliver ‘superior’ customer service.”  – Bain & Co.

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What we do

We measure your customers’ ‘happiness levels’ i.e. how they feel when they interact with your brand, using the best tools to see if your Customer Experience Strategy is still on track.

Why it is important

  • After perfecting your Customer Experience strategy, you now need to ensure that your implementation is going smoothly.
  • Keeping a close eye on both customers’ and employee’s experience, is essential for identifying the key drivers to success and failure.
  • There may be a risky disparity between how the brand think they are being perceived and what customers are voicing to the world. You can only know with real data.
  • Helps to ensure that everyone KNOWS how close or far you are to achieving your objectives.
  • Measurement and tracking provide opportunities for innovation.
  • It also provides an opportunity to identify where employees display exceptional passion in their service delivery, which is an ideal framework for rewards and recognition programmes
  • By highlighting trends in service failures, training and innovation gaps can be identified
  • Customer Experience measurements empowers you to adjust marketing spend over all channels and will also signal training gaps in inadequate staff performance.

How we do this

  • Voice of the Customer & Voice of the Employee
  • Customizable qualitative Customer Experience measure and tracking methods
  • Interviews by seasoned psychologists
  • Surveys
  • Focus group
  • Mystery shopping

What you get

  • In-depth feedback from in-person interviews – narratives that provide deeper insight into the experience and what drives it
  • Accurate Customer Experience measurements with online access to data, performance and tracking
  • The power to adjust and improve your Customers’ Experience
  • Stay abreast of experiences that require real-time attention
  • Framework for augmenting your rewards and recognition programmes
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