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ResponseTek:Web Feedback is an always-on listening post, giving your customers the ability to provide you feedback on all aspects of your business, 24/7.
Whether related to your company’s website itself, the quality of your products, services or people, or even your brand, performance insights from your customers and the market at large are crucial to competing effectively in the new economy.
Web Feedback provides your customers a way to comment about all aspects of your business, and to engage you before taking their feedback to the world. It’s your always-on customer communication channel.
How it Works
ResponseTek:Web Feedback is a structured application that presents your customers a complete set of feedback topics. Regardless of their interest area or concern, or the type of industry or market space in which you operate, ResponseTek:Web Feedback is configured to capture both qualitative and quantitative feedback, including:
- Customer comments
- Customer contact information
- Ratings on specific business areas
- Overall satisfaction and/or loyalty
- Advocacy, including Net Promoter® Score (NPS®)
Feedback results are available in the ResponseTek Reporting suite in real-time, and your organization business rules and processes ensure the right people see relevant customer feedback immediately
The ResponseTek Advantage
ResponseTek:Web Feedback provides you:
- A custom-branded customer feedback portal that integrates seamlessly with your website
- Feedback topics and groupings that relates specifically to your organization and industry
- Real-time data integration of all quantitative and open-ended feedback in the ResponseTek:CEM reporting engine
- Structured business intelligence results that are organized according to your business and customer lifecycle
- Pre-configured and custom reports, and powerful, easy-to-use text analysis tools
- Customer insight distribution to the right people across your organization
- Ability to integrate feedback sessions with your third-party customer data
The Right Results
ResponseTek clients use Web Feedback to:
- Provide a global customer base a multi-language, central collection point for all types feedback
- Use the Web as an ‘early warning system’ for customer issues and problems
- Serve up all aspects of the organization for comment and analysis
- Categorize, prioritize, escalate, and act on all customer feedback
- Provide your employees the ability to ‘walk the talk’ around improving the customer experience
Net Promoter® is a registered trademark of Satmetrix Systems, Inc. NPS® is a registered trademark of Bain & Company, Fred Reichheld, and Satmetrix Systems, Inc.
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