News of bad customer service reaches more than twice as many ears as praise for a good service experience.
Everybody’s a critic. And these days, vocal critics will get noticed more than avid fans. In fact, studies show that twice as many people will hear about a bad customer service experience than a good one. With the popularity of social media and review sites, “twice as many” is exponentially bad. In the old days, word of mouth had a limited range. Now, with customers shouting from their digital soapboxes, a complaint has the influence and reach of a round-the-clock PSA.
Customer Satisfaction Surveys (CSAT) and Net Promoter Score (NPS) surveys help you figure out who your critics are, flag issues in real time, and give you a chance to turn things around before customers take their complaints to the streets. But that’s still not as effective as keeping customers happy in the first place. By proactively measuring customer satisfaction through a synchronized engagement program, you can steadily gather customer insights, troubleshoot service issues, and continually improve the customer experience.
To help you do that, we developed Sogolytics CX, an easy-to-implement, multichannel survey solution to help you understand the customer experience. Using proven methodology and metrics, Sogolytics CX captures real-time customer satisfaction data for short term damage control, while automatically tracking and interpreting results for big-picture transformation.
Sign up today for a webinar to learn how to use Sogolytics CX as the foundation of a comprehensive, consistent CX engagement program.