Targeted and dynamic questionnaires
With CYS’ unique method you can send a structurally targeted and short questionnaire at each important step and touch-point in the customer journey. With just 4 questions based on the Root Cause Analysis Method, you can report up to 64 different categories. A treasure of information that allows you to guide your organization and the processes within the customer journey on a daily basis.
Impact through the use of customer data
CYS analyses your internal data ﬁles from different sources and connects this information with the experiences of your customers at any given moment and Touchpoint in the customer journey:
- You get a much deeper insight in to the needs of your customer during the entire customer journey.
- Relate the loyalty of your customers directly to the service of a team or a product in each customer journey phase.
- Closed Loop Feedback: Individual customer feedback can be immediately followed up with concrete actions, directly by the correct person in the organization.
The right KPI for every phase in the customer journey
There are different KPI’s and metrics such as NPS (Net Promoter Score), CES (Customer Effort Score) or CSAT (Customer Satisfaction Score) that ﬁt to different steps in the customer journey. The NPS recommendation question, for example, makes more sense to ask after the product is bought while the CES makes more sense when a customer contacts the contact center (How much effort it is for the client to get an answer to their question/complaint). CYS automatically and perpetually creates an analysis per KPI, for each period and each department, for each process or even for each employee. You know exactly where to go and what to do in order to optimize your customer journey.
More information about Customer Experience and KPI’s? Download our e-book ‘Measuring and Managing Customer Experience’.
To be able to address the needs of your customers as well as possible, it is important to know where exactly these needs come from and why the customer has that speciﬁc need at that moment. We don’t only ask the customers to give your company a score, but also why they chose it, in an open-answer ﬁeld. This way you know the story behind the score, also known as ‘storytelling’. This makes it much easier for employees to determine which KPI (NPS, CES or CSAT) is most important and needs improving as they know exactly why a customer has had a positive or negative experience. Since open-answers are not ideal for analysis in a report, we also have a unique Root Cause Method.
Use of reports
If you want to directly follow-up on the received customer feedback during the customer journey, it is extremely important that your managers and employees can immediately, easily and automatically receive insights. Therefore, we adjust the medium for delivering the reports to the users. For example:
- Mobile app for IOS and Android: For use in the workplace or shop
- Online Dashboards: For in different departments, the boardroom or the canteen.
- Analysis of background variables with ﬁlters and comparisons
- Automatic push reports in PDF and/or Excel