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Survey Software Solutions that Capture Point-of-Experience Feedback
It’s critical to understand what customers really think about products and services, while they are experiencing them – not days or weeks later. The Opinionmeter survey platform provides real-time point-of-experience customer insight through multiple feedback channels.
Your customer is experiencing your product and brand across multiple channels, employees and locations. Our customer survey software helps you to maintain healthy response rates and represent customer feedback across all touch points in the customer journey.
To help manage the multiplicity of feedback inputs across all feedback channels and touch points, our survey feedback management platform brings customer insights into a unified view of overall performance.
Whether you’re a small non-profit organization or a large corporation, Opinionmeter’s cost-effective, real-time customer survey solutions will streamline your data collection efforts and deliver actionable insights that will drive informed business decisions.
Opinionmeter’s analytics engine has the unique capability of performing advanced data analytics on both structured and unstructured data resulting in comprehensive 360-degree insights. Unlike most survey software solutions that only gather information from a subset of customer touchpoints, Opinionmeter’s advanced, proprietary survey platform is uniquely capable of listening to customer feedback and opinions at every customer touchpoint and feedback channel. Using this capability, we can listen to customers, employees, and competitors. Our platform then takes a unified view of the structured and unstructured survey feedback.
Opinionmeter’s multi-channel survey platform provides access to real-time feedback from all customer touch points, whether they’re in-store, mobile or on the web. Our suite of survey feedback technologies ensure a comprehensive and nuanced view of the customer experience, all within one integrated feedback platform.
Frontline staff are notified in real-time whenever a customer provides feedback that meet predetermined risk thresholds. These real-time service alerts are delivered to you by email or text message, allowing for quick reaction and instant service recovery.
Live dashboards will be custom designed for your organization in a way you wish to visualize the real-time feedback gathered from each customer experience survey. Structured as well as unstructured data will be displayed in real-time. The live data dashboards are accessible on-demand through the web portal or delivered on a scheduled basis throughout the organization based on permissions.
Our text analytics engine will decode customer commentary identifying phrases, themes and keywords and distill individual actionable insights tied to operational categories. Track customer experience metrics and scores across categories, locations and individuals, understand and predict response trends and be alerted to outliers.
We will develop survey metrics that are aligned with your strategy. Proper metrics are critical to developing meaningful insights and driving excellence in every part of your organization. We present the data in the form of metrics which are single numbers derived from a set of responses to one question or multiple questions. All metrics are normalized to 100 to provide consistency over time and across multiple studies.
Large organizations with multiple locations are able to customize survey questions down to the store, department, manager, even staff levels. This provides a baseline for measuring the overall organization (internal benchmarking), as well as individual departments that may wish to include survey questions pertaining to their specific needs.
The number one objective for customer engagement programs is to gain insight into customer’s experience and determine what is working and what can be improved upon. The first and most critical step in this process is to start with the best possible survey instrument. This will provide you with instant insights as well as predictive analytics – reliably predict business outcomes!
Your data should be available when and where you need it. Opinionmeter’s SurveyManager software makes it possible to deliver insights to the right people at the right time and in the right format. Whether you plan to use our integrated reporting tools or pull survey data into external systems through our RESTful API, our platform is built to scale.
“We love Opinionmeter and have found the survey system easy to install, manage, and move. We deploy specific surveys for departments and providers and have placed them throughout our company.”
~ Carol Lewis, Quincy Medical Group