Every time a company and a customer interact, the customer learns something about the company that will either strengthen or weaken the future relationship and that customer's desire to return, spend more, and recommend. Therefore, it is critical to ensure that the company and its people, products, processes, and culture are aligned across all of these "touch points" to best serve the customer.
Most businesses spend the bulk of their brand-building dollars advertising their brand promise to customers prior to purchase. Fewer companies put the time, thought or resources in place to ensure that brand promise is effectively delivered across all of the "touch points" where the company interacts with that customer and adopted by the workforce internally.
The Inquisite Survey System allows you to measure the effectiveness of each of these "touch points," so you have consistent feedback on how your organization is performing. By integrating Inquisite directly with your existing CRM systems, you can automate the data collection and feedback process based on customer events. Inquisite Survey Alerts also allow you to notify individuals in your corporation when survey results indicate immediate action is necessary.
Companies that effectively manage the customer experience have seen significant gains in customer retention, the lifetime value of a customer and ultimately market share while at the same time decreasing employee turnover and customer acquisition costs.
Features and Benefits
- Develop and deploy powerful customer surveys without the need for IT support
- Real-time customer feedback and insight to make knowledge-driven customer service decisions
- Automate the deployment of customer surveys including frequency, timeframe, and duration saving time and cost
- Centralized question library to standardize customer surveys across the organization
- Survey re-open feature enables you to redeploy surveys for customer service trend analysis
- Survey alerts allow you to notify individuals to take immediate customer action based on survey results
- Fatigue management prevents customers from being over-surveyed
- Multi-language support to deploy a survey across multiple geographies
- Scalability to support multiple surveys and thousands of responses simultaneously
- Integrate with existing CRM systems to automate service monitoring
- Delivered as a hosted or onsite deployment
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Common Survey Types
Customer Service Surveys
Monitor your service touch points such as call centers, support organizations and websites, and measure service levels by representative or organization. Deploy automated, event driven surveys on a regular and consistent basis to measure a variety of quality of service indicators. Event-driven alerts, such as a customer service request or response, can be sent to designated managers and individuals understand and identify service issues in real-time, even while a survey is live, significantly decreasing response time for inquiries and increasing customer service ratings.
Customer Satisfaction Surveys
Standardize and accurately measure your customer satisfaction levels across the organization, while giving you the ease-of-use and flexibility to deploy customer surveys on an ad-hoc or event driven basis so you can respond to customer trends.
Customer Panel Surveys
Customer panels are an excellent method for collecting information from specific customers about new products and services, as well as measuring customer satisfaction and service levels. By using online customer panels you can gain access to critical customer information without the need for costly focus groups or onsite customer visits. You now have the flexibility to gather information from customers worldwide from any location at any time.
Customer/Partner Profiles
Customer or Partner profiling allows you to keep up-to-date information about your customers and partners online. Inquisite enables you to easily create online profile forms or surveys for your customers/partners. You can then invite them to login and fill out the information you need. Inquisite Survey Invites and Survey Re-open features then allow you to send automated reminders for customers/partners to update the information based on responses.
Customer Win-Loss Surveys
Win-Loss surveys are an important part of the sales cycle to better understand the customer buying process. With Inquisite you can send surveys to customers to gather this important information and even integrate with CRM systems to automate the process and collect the information you need.
Channel Partner Surveys
Channel partners can be a vital sales channel for your company, but when they grow in number and size, it can become difficult to manage and understand their needs. Channel partner surveys are an excellent method for tracking channel partners and information about their satisfaction and needs.
Conference/Events Surveys
Surveys are an excellent vehicle for obtaining feedback on conferences and events, allowing you to understand what speakers and events were the most successful.
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