Customer Experience Monitor

28th January 2014 V 4.0 Powered by

Tracking customer experiences

can be costly & time consuming

Real-time measurement of customer experiences at different stages in their journey can be expensive and require laborious IT integration or additional processing.

Most companies resort to a patchwork of manual analysis and period surveys

- Great for building a general picture but this approach does not allow companies to respond quickly where and when it is most needed.

We have developed a low cost, flexible and easy tracking system to give companies real-time insight into customer experiences.

Customer Experience Monitor

Measure customer experiences at each stage of their journey in real time allowing you to:

Reward good outcomes

Focus scarce resource at the time and place (touch-point, process or role) where it will deliver the greatest uplift

Reduce customer effort and increase satisfaction, recommendation, retention and sales

How it works

Embed our links in email templates or

web pages

Customer action triggers standard

service email, text or web page

Customers click and land on company personalised data

capture page

Responses analysed in real time online reporting system

Monitor the key points in your

customer’s journey Cut and paste our bespoke links into your standard service emails

- Enquiry thank you, order acknowledgement, service ticket etc

Or into your web confirmation pages

Set up unlimited campaigns

- Sales, complaints, claims, etc

Add as many touch-points as you like to each campaign

Break down each touch-point by agent, store or customer ID

Bespoke links embedded in standard service emails Bespoke links embedded in web pages or even text messages

Ask the questions that matter

most to you

You can track all the major measures including:

- Net Promoter Score, Customer Effort Score, Customer Satisfaction

You can also ask bespoke questions and capture free text

Customers click through to our data capture screen

Our simple, device agnostic design ensures maximum response

Design can be tailored to fit your brand

View real time reports

Access our online reports 24/7

Data is updated in real time

Drill down into results for each stage of the customer journey

Download raw data as CSV or via XML

No IT integration required

Basic tracking requires no more than cut and paste into your email template or web page

We hold data in highly secure UK enterprise-class data centres

We produce all standard reporting for you

Fully managed service or self-

service

Included in our standard service we will do everything for you to get you, and your campaigns up and running

You will also receive a free review of results every quarter to help you stay on top of performance trends

You will receive free guidance on the steps you can take to improve performance

From then you can choose our pay for us to set up and manage any changes to your questions and campaigns and to develop bespoke reporting at £120/hour + VAT

Or, for no extra charge you can use the online reporting and admin system, 24/7 to make as many changes or additions as you want and even download raw data into your own systems

Customer Experience Monitor -

simple and low cost

We charge a simple, low monthly fee of £999 + VAT for up to 100,000 question responses a month

There is no set up fee and no minimum contract period

You get unlimited questions, campaigns and touch-points set up free of charge in the first month

You will receive free quarterly reviews of results helping you stay on top of performance

You will receive free guidance on the steps you can take to improve performance

You will have free 24/7 access to our online real-time reporting and you can download data as CSV or via XML

You will have free, 24/7 access to our secure admin system to make as many changes and additions as you want

Unlimited additional campaign set-up, training and creation of bespoke reporting is available at £120 + VAT/hour

Our service at a glance

Monthly fee £999 + VAT

Set up fee £0

Contract term 30 days notice

Free 30 day managed campaign set-up

Maximum question responses 100,000/month

24/7 access to online reports 24/7 access to online admin system

Extract data (Excel or XML)

Quarterly analysis and guidance

Optional managed campaign changes/additions £120/hour + VAT

Optional bespoke reporting development £120/hour + VAT

Customer experience - the key

discriminator

In an increasingly competitive, commoditised world customer experience is becoming the key discriminator

- 82% of people have stopped doing business with a company due to poor customer service

- 85% would pay up to 25% more to guarantee superior customer service

- 79% have told others about poor customer experiences

Our Customer Experience Monitor allows you to:

- Measure performance in real time

- Reward good outcomes

- Focus scarce resource on those touch-points, processes or roles that will deliver the greatest uplift

FAQs

I don't have time to setup my process touch-points, can you help?

- Yes, we can setup your campaigns and questions for you when you first sign up, some clients find it easier this way. Or you can go in to the admin dashboard and amend them any time you like.

Can I use any tracking metrics with Customer Experience Monitor?

- Yes we support all major tracking standards including NPS, CSAT, CES.

Can I change the questions after we go live?

- Yes, questions can be added or amend when ever you want. We will do this for you free for the first month (£80/hour thereafter) or you can do it for free using our admin system

Can I use my own company URL instead of yours?

- Yes, you can point a CNAME from a domain you own to our servers and our technical staff will allow this to work for you, just drop us an email when you require this

I have a stage in my process that does not include email, can I track this?

- Yes, you can email the user the feedback link following any interaction or embed it as links or iframes on your website, this will allow you to track multi channel processes

We have a lot of customers, can you track them all?

- Yes, but our standard account will alert us when you go over 100,000 question responses a month, if you think you will go over this just email us and we can discuss you requirements in more detail.

How often do the dashboards update?

- They update in real time, just hit refresh and you will see the most up-to date data

Can I change the design of the question page?

- Yes we can change the CSS of the page to your own colours and embed a logo

Find out more

Customer Experience Monitor is one of our suite of insight tools and techniques

Other services include call diagnostics, customer journey mapping, ethnographic research, shadowing and quantitative research.

We also offer consultancy on service strategy and customer journey delivery.

To find out more about our insight, design and transformation services please contact:

Martin Wright or Stephen Grey on

Martin.wright@customerjourney.uk.com

Stephen.grey@customerjourney.uk.com

(0845) 83 82 159

Or visit www.customerjourney.uk.com