CustomerSat Enterprise™

Satisfied customers, partners, suppliers and employees are the difference between business success and failure. If these stakeholders are not loyal advocates, you face attrition, decreased competitive advantage, and decreased profitability.

CustomerSat Enterprise™ provides survey creation, deployment and management; and action management, analytics, touch rules, and controls across all surveys in your enterprise to:

• Protect stakeholders from being over-surveyed by multiple business units and departments
• Provide enterprise-wide measures of business performance
• Uniformly present your brand to customers and other stakeholders.

CustomerSat Enterprise allows your executives and managers to:

• Specify and monitor overall performance indices and other attitudes and perceptions across touchpoints, feedback processes, and customers, thereby including and engaging the entire workforce in customer-feedback-based performance measures
• Create templates controlling the look and feel of all surveys, thus enforcing corporate standards worldwide
• Set both individual and global business rules determining how often stakeholders are surveyed, thus conserving, and optimizing the benefits the enterprise gains from, stakeholders’ time and attention in providing feedback.

CustomerSat Enterprise turns disparate, siloed feedback processes into a powerful, coordinated enterprise-wide feedback system.

Benefits

• Include your entire workforce in assessments of enterprise performance through metrics that encompass all business processes, touchpoints, and stakeholders
• Easily unify and enforce corporate branding across all feedback processes
• Protect customers from being over-surveyed by multiple divisions and departments
• Conserve and optimize stakeholder time and attention in providing feedback.

Protect Your Customers

The Internet can make it easy for divisions and departments – such as marketing, customer support, headquarters, field service, web operations, order processing, and market research – to inundate customers with survey requests. Sooner or later, customers refuse to respond to too many feedback requests.

CustomerSat Enterprise protects you and your customers from this survey chaos. Specifically, CustomerSat Enterprise:

• Controls how often, when, in which language, and for which surveys your stakeholders are invited to provide feedback
• Protects stakeholders from being over-surveyed
• Automatically adjusts sampling rates to ensure that results are statistically significant
• Ensures that stakeholders are asked to provide the feedback that is most valuable to the enterprise
• Controls acknowledgement and follow-up with stakeholders, if applicable, after feedback is provided.

CustomerSat Enterprise touch rules ensure that customers’ time and attention is used optimally. Touch rules may be as simple as ensuring that no customer is invited to complete a survey more frequently than a designated number of weeks or months. Or touch rules may be rich and complex.

For example, if a stakeholder is eligible to respond to multiple feedback processes, touch rules may include such factors as:

• Size of each process’ available sample (number of eligible respondents)
• Number of responses each process has recently gathered
• Importance of each customer to each process (as determined, for example, by the number of transactions the customer has had with each process or the size of customer’s investment in products and services covered by each process)
• How recently the customer previously provided, or was invited to provide feedback for each process.

To conserve customer time and attention, CustomerSat Enterprise touch rules reduce or stop sending invitations, reminders, or both to customer segments as statistically significant numbers of responses for those segments are reached.

CustomerSat solutions also enforce opt-out preferences and prohibit invitations from being sent to individuals who have indicated that they wish not to be surveyed. Because your ad hoc surveys also make demands on customers’ time and attention, CustomerSat Enterprise touch rules typically encompass both on-going process-based and ad hoc surveys.

Aggregate Metrics and Manage
Performance Enterprise-wide

Large enterprises committed to stakeholder loyalty conduct multiple transactional feedback processes, for contact center, field service, web site, and other touchpoints. They may also conduct multiple relationship feedback processes, for example, for commercial customers, consumers, and partners.

CustomerSat Enterprise empowers these organizations to:

• Track performance of individual customers across all touchpoints
• Create aggregate feedback metrics encompassing the entire enterprise, in which every employee has an interest
• Cross-tab and analyze survey results across all processes by customer segment.

Unify Corporate Branding Across Surveys

CustomerSat Enterprise makes it easy to unify and enforce a consistent corporate brand across all feedback processes. Templates can be created that control the look and feel of email invitations, reminders, questionnaires, and acknowledgements that are easily applied across all surveys to build and maintain your brand image.

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