Insync's Customer Transaction Monitor is one portal with five customer satisfaction measures.
Collecting immediate customer interaction data is a major challenge for large service-based organisations such as councils, utilities and health funds. Many of our clients conduct a large annual customer research project but aren't collecting and interpreting continuous customer feedback throughout the year because they think it's too hard. That's why we developed the Customer Transaction Monitor.
It addresses the five ways customers typically interact with large service-based organisations:
For website enquiries we have a neat technology that rises up out of the corner of the confirmation screen then sinks back down once feedback is given.
Customer satisfaction with email queries can be dealt with via a standard web survey
Telephone enquiries are measured with an IVR survey hosted on our system and response rates of around 20% mean that the surveys are only open for one or two days a month to gather a representative sample.
Face-to-face and traditional post enquiries are dealt with using a survey on a postcard addressed to Insync. The postcards are left on customer service counters for visitors to take home. Or the postcard is mailed back to the customer along with the issue resolution.
Insync collects data for clients at all five touch points. We store it and provide a simple online portal to highlight key findings continuously, rather than just once a year.
Probably the best thing is not the data
collection but the way our systems bring the results together in
the portal for immediate end-user access. Simple analytical tools
are provided for our clients to make meaning of the data, including
filtering by enquiry type, medium (phone, face-to-face etc), date
or even whether the issue was resolved.
Once installed, the system practically runs itself and there are no hosting issues for our clients since the data is all stored on Insync's systems.
At Insync we have a value of innovation, which is why we were drawn to solving this continuous feedback problem many of our clients have. We do all our software development in-house. We leveraged this capability for our clients to develop an elegant solution that provides a single view of transaction satisfaction no matter how that transaction takes place.
For a demonstration contact us to register your interest.