CUSTOMER EXPERIENCE MEASUREMENT (CEM)

Many managers want to track the performance of their business or measure the effectiveness of quality improvements in customers’ satisfaction. By using fidbak’s sophisticated Customer Experience Measurement (CEM) system clients can identify weaknesses quickly and easily and track changes in the improvement of customers’ satisfaction.

The fidbak CEM system is fully automated and is designed to get to the heart of customer experience, understand the dynamics of customer satisfaction fully, and transfer improvements to the bottom line. Questionnaires are embedded in android tablets with clients’ own branding, and customers have a very high acceptance when invited to use these for the survey.

 ACTION ALERT NOTIFICATION

You or your colleagues will get an instant email notification once you get a respond from an unhappy customer. For example, a survey contains 10 questions and whenever a customer gives ‘very poor’ type of response for You or your colleagues will get an instant email notification once you get a respond from an unhappy customer.

For example, a survey contains 10 questions and whenever a customer gives ‘very poor’ type of response for questions, then the system sends a notification to a certain email(s) (e.g. reception desk or managers). It helps you to follow up that customer(s) to know why they have given poor feedback. 

REAL-TIME DATA ANALYTICS

Real-time analytics are the key to achieving improvements in customer experience, ratings compared to competitors and profitability. As soon as data collection starts, clients can see the results of customer satisfaction on a real-time dashboard. The real-time analytics generate the reports of data based on optional time frames including daily, weekly, monthly and annually.

The real-time dashboard enables client managers to track the quality of their services and the performance of their business, and instantly measure the effectiveness of any changes on the customers’ satisfaction. Any changes in the services or structures or staff can be directly correlated to customer experience and satisfaction.

SURVEYS

fidbak survey templates are designed specifically for each client reflecting individual needs, and then programmed into proprietary software on the android tablet. The surveys can be customised to any design, using colours, fonts, own logos, images/videos, emoticons etc. Where required, replicas of clients’ websites can be made and included with the survey on the tablet.

fidbak has designed many surveys for customer satisfaction for train companies, hotels, clinics, restaurant/bars, supermarkets and much more. Each survey is professionally designed by the research team together with appropriate client staff to ensure that the specific client objectives will be achieved. Once the survey has been agreed and programmed, it is installed on the tablets with our app. Clients then simply turn it on and invite customers to use it. The default language is English, but surveys can be loaded in any of 27 languages. 

Contact

Address: 15 Meadway Court, SG1 2EF, Stevenage, UK

Phone: 0044-1763853303

Email: contact@fidbak.co.uk

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