Smart companies go beyond questionnaires, and listen to their customers in a structured way. CX analytics dives into the value of customer relationships, explaining what works towards loyalty/recommendation/purchase and what doesn’t. Retention policies and revenue forecastings take into consideration those indicators for every POS, stakeholder and as a whole.
A service company with tens of thousands of users needs to track the satisfaction of every cluster of customers regarding their instalations, personnel, activities and side services offered. What's more, the staff's bonus depends on the results of those continuous research. The design, incentives and content of the questionnaire were adapted to the needs and profile of the client, and a real time tracking platform was created so the client could be permanently informed of its indicators, while alarms were pre-set in case several thresholds were surpassed any given time.