How it works
Making it easy for customers to share feedback
New customers signing up online – at the end of the registration process, new customers are directed to a webpage with a few additional questions. Asking a few open questions quickly provides more detail than a long list of multiple choice questions.
Customers signing up via paper forms are sent a link to the survey as part of the welcome email.
90 day check-in, relationship surveys and leavers survey – to keep things simple, links to the surveys are sent out using your own CRM system. Most CRM/Member Management systems can send targetted, automated and triggered emails. So there is no need to export your customer’s email addresses.
Feedback forms – these forms are mobile-friendly and work offline on a tablet. They can be embedded in a webpage and linked to via URL or QR code.
The most valuable source of feedback is the real voice of the customer. Giving customers the chance to explain their experiences in their own words, rather than choosing from the list of options an organisation wants to give them. Until now, the problem with asking open questions has been the painful process of analysing free text comments. It’s been a slow and expensive process. This is no longer the case.
MyCustomerLens has developed machine learning algorithms tailored specifically for each industry. By identifying what customers are talking about and how they feel about it, we can provide simple actionable insights. This means our clients can spend their time taking informed action rather than wading through raw data.
Sport & leisure example
Our algorithms can identify over 500 different activities, and the names of the equipment people use in them. It knows that lifeguards work in the pool, showers are part of the changing rooms and moving away is a reason people cancel their gym membership.
Personalised dashboards & alerts
Our interactive dashboards work in any browser, making insights available on desktops, tablets and even smartphones. Business leaders get to see the big picture. Operational managers see the key drivers of the customer journey. Delivery staff are able to focus on the aspects of the customer experience they can influence.
Summary reports can also be sent out by email. So for example, management team members can be sent the key insights directly to their inbox, the day before their regular management or team meetings.