Customer Experience Platform
Conduct simple and cost-efficient surveys at different touch points along the customer journey to measure and optimise customer experience.
A web-based platform to create and distribute surveys in order to collect customer data. Integrate with existing third-party systems to easily structure and analyse data to continually optimise customer experience. Create tasks based on happy or angry customers so the right people in the organisation can address their feedback.
Classic customer surveys, touchpoint analysis, check-in/check-out surveys, intercept surveys, onsite surveys, pop up & layer surveys, interviews via mobile devices, telephone surveys, terminal based surveys, feedback tab surveys, conjoint/TURF analysis, Van Westendorp Price Sensitivity Meter, Net Promoter Score, Customer Effort Score, Customer Satisfaction Score and many more.
Freely configurable real-time dashboards within QuestionPro. Or export to a third party database or business intelligence dashboard like Tableau. Gap analyses, sentiment analyses, free text analyses, key driver analyses, NPS driver analyses, benchmarks, trend analyses, heat maps, correlation analyses and many more.
Easy creation of customer surveys, automatic, scheduled and trigger-based survey distribution, detractor recovery, promoter amplification, customer lifetime value, KPI monitoring, community functionality, customer engagement tools, data collection across all media, multiple dashboards, role-based reporting, third-party integrations and many more.
QuestionPro Customer Experience provides your company with a platform for the qualitative and quantitative collection, structuring and analysis of customer experiences. QuestionPro CX is the comprehensive, professional and user-friendly Customer Experience Management platform for conducting large-scale customer surveys and touchpoint analysis. Use data from different surveys, touchpoints and different channels along the entire customer journey to get a holistic picture of the current state of your customers’ satisfaction, opinions, needs and wishes.
Don’t just ask your customers once a year for feedback in a large customer survey. Carry out continuous personalised customer surveys at all of the different touchpoints in the customer journey. QuestionPro offers you a platform that enables your company to conduct customer surveys wherever your customers actually have an interaction with your products, brands, employees or services. Questioning customers in real-time enables you to get answers that accurately reflect the current customer experience at the moment of the survey.
STEP 1: Define the Customer Journey and develop a Customer Journey Map in which you record where your customers encounter your company, your brands, your products or your services (touchpoints).
STEP 2: Define which touchpoints allow you to record customer experiences through surveys. Select the type of survey that fits best with each touchpoint and create the appropriate surveys.
STEP 3: Conduct continuous customer surveys at the defined touchpoints and collect this data centrally. Automated surveys make this possible with very little effort.
STEP 4: Analyse the collected data to understand the degree of positive vs. negative experiences at each touchpoint. Where are the opportunities to optimise? Where are your most positive customer experiences?
STEP 5: Implement a plan to optimise each touchpoint and then measure if those changes are actually effective over time.
With QuestionPro Customer Experience Management Platform you can collect feedback from your customers across all channels. Initiate surveys using online questionnaires, mobile surveys, SMS, email, feedback terminals or interviewers on-site. There is no survey method that QuestionPro does not cover. You can see up-to-the-second responses in the real-time analysis dashboard.
QuestionPro allows you to create and manage your own customer feedback community. Conduct online focus group discussions, idea boards, quick polls and easy surveys that build upon each other. Incentivise the community members with rewards and make it easy to engage on mobile devices. Find more information about customer feedback communities here.