What your customers say about you, is the best litmus test to gauge your effectiveness. One of the most common industry standards for this is the Nett Promoter Score (NPS) and the Voice of the Customer (VOC).
These results provide you with a score that is a good indication of how your customers rate their satisfaction with your brand. Little however is done to leverage the power of the information being reflected back into the organisation, and few correlation activities exist to align internal quality metrics with the independent view of the customer experience.
Our analytics (built on the Genii Platform) focus on detailed mining of all customer feedback; providing you with a comprehensive view of the top customer concerns affecting their relationship with your brand.
Our reporting is dynamic and intuitive and is available on multiple platforms. This makes insights available anywhere and anytime.
With globally recognised customer service standards being so high and with brand loyalty being so low, it is no wonder that organisations are struggling to find that sweet spot of customer satisfaction.
Retaining your consumer Promoters is now easier than ever with our Genii Platform. Equally our platform highlights top lift opportunities, actionable insights and a recipe to follow to convert Detractors to Passives and Passives to Promoters.