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Customer Satisfaction

The Complete Customer Satisfaction Survey Solution

Go beyond traditional surveys to fully understand the total customer experience.
Gather real-time Point-of-Experience feedback at each touchpoint in the customer journey.

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Customer Experience Survey Solutions

Capture Real-time Customer Feedback at the Point of Experience.

Our customer survey solution is a combination of our real-time customer feedback technology and the expertise of our market research division. The combination of our cutting-edge customer feedback technology and broad expertise provides comprehensive solutions for organizations interested in achieving meaningful change within their operations and ultimately providing superior quality of service and customer satisfaction.

Opinionmeter’s powerful customer feedback survey solution enables you to better understand and improve the total customer experience by gaining insight at each touchpoint in the customer journey. At the core of our customer satisfaction solution is the ability to continuously capture real-time customer feedback from the point of experience. Our unique multi-channel listening platform supports structured as well as unstructured data collection modalities. Customer commentary, social media, surveys and customer feedback streams are integrated into one holistic view of the customer experience.

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“The response from the staff responsible for visitor surveying has been overwhelmingly positive. Our leadership is delighted to have immediate feedback on our programs and exhibitions so we can promptly assess and address visitor needs. And the customer support has been terrific.”

~ Kurt Koller, Pacific Science Center

 

Over the past 25 years, Opinionmeter has partnered with service organizations of all sizes to deliver powerful customer service survey solutions that are based on real-time customer feedback gathered directly from the customer at the moment they are experiencing the product or service.

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We will never sell your email.

 

Simple, Yet Sophisticated.

Ask questions from anyone, anywhere, at any time and gain real-time insight.

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Capture real-time customer feedback from the point of experience. Opinionmeter’s multi-channel listening platform provides unique insights by delivering customer satisfaction surveys at each touchpoint in the customer journey.

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Continuously monitor your customer conversations through customer feedback surveys, social media, and web commentary and gain a comprehensive understanding of the total customer experience.

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Generate actionable intelligence with powerful analytics and live dashboards. Visualize insights from all customer feedback channels in a single unified view and make faster, more insightful business decisions.

A Multi-Channel CX
Listening Platform

Standardizing on a single platform makes delivering Customer Experience insights to the right people seamless and instant

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Point-of-Experience Feedback

Opinionmeter’s Customer Survey platform provides access to real-time feedback from all customer touchpoints, whether they’re in-store, mobile or on the web. Our feedback technology ensures a comprehensive and nuanced view of the customer experience, all within one integrated feedback platform.

Instant Cutomer Satisfaction Alerts

Management is notified in real-time whenever a customer provides feedback that meet predetermined risk thresholds. These real-time service alerts are delivered by email or text message, enabling staff to react immediately and provide instant service recovery.

 

Customized Live Dashboards

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 channel. Structured as well as unstructured data will be displayed in real-time. The live dashboards are accessible on-demand through the web portal or delivered on a scheduled basis throughout the organization based on permissions.

Text Analytics & Sentiment Analysis

Our text analytics engine will decode customer commentary identifying phrases, themes and keywords, and distills individual actionable insights tied to operational categories. Track customer experience metrics and scores across categories, locations and individuals, understand and predict trends and be alerted to outliers.

 

Metrics Design

We will develop 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 your customer experience data in the form of metrics. All CX metrics are normalized to provide consistency over time and across multiple surveys.

Internal Benchmarking

Large organizations with multiple locations are able to customize questions down to the store, department, manager, even staff level. This provides a baseline for measuring the overall organization (internal benchmarking), as well as individual departments that may wish to include customer survey questions pertaining to their specific needs.

 

Predictive Customer Analytics

The number one objective for customer engagement programs is to gain insight into a 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 a valid survey instrument. This will provide you with instant insights as well as predictive analytics – reliably predict business outcomes.

Advanced Integration

Your data should be available when and where you need it. Opinionmeter’s Survey Manager 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 customer survey data into external systems through our RESTful API, our platform is built to scale.

 

Want to Take a Deeper Dive?
Here Are Some Additional Resources!

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Videos

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Whitepapers

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Sample Surveys

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Case Studies

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Articles & Press

 

Trusted by some of the world’s smartest companies:

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kerry
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rei
colgate
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bofa
hersheys
cedar
underarmor
microsoft
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“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

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