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Request a DemoResponseTek:CEM Analytics is the brains behind the beauty – a powerful set of tools to extract meaning and insight from your customer data. Our analytics tools can identify where and when changes in customer experiences occur, and help to answer the question of “why”. By adding and assigning meaningful terms of reference to specific types of customer intelligence, patterns in customer experiences can be revealed, driving decision-making, prioritization and action.
ResponseTek:CEM Analytics allow organizations to use the voice of the customer to understand the root causes their experiences, and predict and improve business performance. Analytics tools include:
- Multi-level analysis – ResponseTek:CEM can easily overlay any org chart of any size and number of levels to drive powerful drill-down capabilities through your customer data.
- Customer segmentation – Filter and analyze results based on any combination of customer segmentation to gain in-depth understanding of issues that matter to your most important and valuable customers.
- Net Promoter™ analysis – ResponseTek:CEM provides robust analysis and reporting for Net Promoter scoring. Filter and segment your results by any segment to understand what the drives of advocacy are at every customer touch point in your business.
- Trend analysis - Understand how customer experience is changing in your business over time to identify where investments are paying off and where they are needed.
Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc., Bain & Company, and Fred Reichheld
