Measuring customer experience

Convenient turnkey solution for measuring customer experience

Managing customer experience is an essential part of business development and growth. Measuring customer experience benefits business in many significant ways. Roidu’s convenient turnkey solution offers multi-channelled customer experience measurement according to customer needs across all the relevant channels. All the customer experience data is collected in the online reporting service in real time. We also provide agile ways of linking the data to your organisation’s own indicators and other key figures.

Roidu’s turnkey service includes:

A visually appealing and user-friendly survey.
A tablet computer with a data connection and a firm tablet stand branded according to customer’s visual guidelines.
A versatile, real-time online reporting service and email reports that display the relevant user-specific information in clear graphs and indicators.
A personal contact person and friendly support service via phone and email on weekdays from 8.30 am to 5 pm.
Maintenance, repairs and warranty for the feedback devices: we ensure that the feedback devices and systems stay operational. If a device breaks down, we will fix or replace it without extra cost.

Multi-channelled customer experience measuring

Feedback devices are the smartest way to collect spontaneous feedback immediately after a physical customer encounter. That said, it is sometimes necessary to collect feedback in other ways as well, which is why Roidu offers multi-channelled solutions for measuring customer experience. This enables collecting feedback using various methods but having all the results in the same reporting service.

In addition to feedback devices, Roidu’s feedback survey can also be accessed

on a computer or smartphone through a link sent via email or text message,
as part of a website,
on a smartphone after reading a QR -code, and
in a mobile application.

Multi-channelled customer experience measuring enables you to reach customers in a way that suits them best, thus guaranteeing that the customer experience data is as comprehensive and diverse as possible. This way you can request feedback from the customers that feedback devices do not reach.

Efficient use of customer experience data

Measuring customer experience successfully starts with having customers give feedback as effortlessly as possible along their natural customer route. Roidu’s project team helps to plan a customer-centric survey, making sure that enough useful feedback is collected for efficient application.

However, not even the best feedback devices or collection methods can improve the customer experience alone. This requires the commitment of the whole organisation. It pays to plan a process around handling the customer experience data and name people responsible for relaying the feedback. It is a good idea to set goals and targets for measuring customer experience and to track their achievement.

It is especially important to integrate customer experience data into business development and decision-making and to engage the entire staff in developing their own activities in their specific areas of responsibility. Roidu’s reporting service facilitates the utilisation of the data by offering a user-specific reporting view for each level of the organisation and reports according to information needs.

Reporting customer experience data

MyRoidu is an advanced reporting service that makes the analysis and utilisation of the collected CX data as quick and easy as possible.

Roidu’s services for multi-channel measurement

Roidu’s feedback devices provide valuable information about customer satisfaction, business development needs and issues that require a quick response. Surveys are stylised to match your brand image to ensure that they always give a fresh and appealing impression. The visual and user-friendly surveys stand out and ensure high response rates. We also provide feedback devices with visually impressive branding.

Do you know what your customer feedback mostly concerns? A keyword list is automatically created based on the text feedback. A keyword cloud is used to illustrate the topics or words that come up most frequently in the feedback. Do you know the attitude reflected by the open feedback you receive? An AI algorithm automatically classifies free text feedback as positive, negative or neutral.

You can also send surveys by email or text message. You can schedule your survey to be sent at a specific time or after a specific event. You can also embed the survey in a web page. It is possible to display survey results online in real time. Roidu’s interface also enables results to be included in delivered messages. The system sends the text messages automatically, which enables easy mass posting.

Experience data can be enriched by integrating it into the organisation’s own indicator solutions or systems (e.g. BI tools). By using an interface to combine the data gained from a customer or staff survey with other data sources, you can analyse the connections between the customer experience, sales hit rate and customer volumes, for example. We have also provided our customers with integrations that combine a CRM system and survey distribution. This enables you to select specific touchpoints where a survey is triggered automatically and sent to customers.