Within 4 months of switching to vSurvey Perlico increased their overall satisfaction measurement by 30% and increased their loyalty measurement sustaining these results going forward.
Sentient's Voice Surveys service delivers a fully automated Customer Satisfaction Survey tool. It provides an easy way to accurately assess what customers think of your service, your product or your company in real-time. By sampling customer views daily you can benchmark performance over time evaluating the impact of new processes, products or training.
Compared with traditional survey methods, Sentient vSurvey has a number of clear advantages:
Significantly lower cost per response
High, ongoing sample rates
Eliminates interviewer bias
Complements the phone service channel
Immediate access to results
How it Works
Automated Voice Surveys
Callers are invited to participate in a short questionnaire before speaking with a customer service agent, when they finish their call they just stay on the line and are presented with the survey on the Sentient ASP platform. Callers answer a series of questions, scoring the experience and where low scores are recorded leave a verbatim message. The agent dealing with the call is unaware it will be surveyed giving a true score and because it is automated the caller is uninhibited in their response
Measure Satisfaction and Loyalty at the ‘Moment of Truth’
By inviting comment immediately after the customer interaction clients get an accurate reflection of how the customer feels about the service, how loyal they are to the client and exactly what it is that they like or dislike. By reacting proactively to callers that give low scores clients are driving up their customer retention and customer satisfaction.
Real Time Reporting
Clients have real time access through a secure browser to the Customer Satisfaction score and the callers recorded voice where a verbatim has been collected. You can also review trends over time and chart individual questions. Use the standard web reporting tool or export for further analysis.
Keypad or Speech?
Sentient vSurveys collects information using the keypad and advanced voice recognition so that demographic information can be easily captured, such as post code, gender, product preferences.
