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Measuring customer experience
Roidu feedback devices provide you valuable information about customer satisfaction, business development targets and problems requiring quick reacting. By managing customer experience, you’ll improve customer satisfaction, motivate your staff and increase sales.
Handy turnkey solution for measuring customer experience
Managing customer experience is an essential part of business development and growth and measuring customer experience has various significant benefits to business. Roidu’s handy turnkey solution offers multi-channelled customer experience measuring in all the relevant channels. All the customer experience data is collected to the online reporting service in real time.
Roidu’s turnkey service includes:
Appealing and user-friendly survey.
Tablet computer with data connection and a firm tablet stand branded according to customer’s visual guidelines.
Versatile, real-time online reporting service that displays the relevant user-specific information in clear graphs and metrics.
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’ll ensure that the devices are working. If it breaks down, we’ll fix or change it without extra costs.
The benefits of continuous, real-time customer experience measuring
Fresher and more accurate information
According to Gartner report, feedback collected at the moment of customer experience is 40% more accurate than that collected afterwards.
Feedback device collects significantly more feedback than any other method. Hence providing a more accurate and comprehensive sampling to develop organisation and strategy.
Comparing different functions, dates, times and offices helps locate and fix problems quickly and form and implement best practices across the organization.
The effect of changes made according to feedback can be measured instantly, which supports the process of continuous development.
Measuring customer experience helps increase customer satisfaction and loyalty, which in turn increase sales.
Problems can be reacted to immediately. Also, automated solutions can be used, such as calling in cleaning staff.
Long term trends
Continuous, long-time information collection helps follow and understand long-term trends.
Customer feedback helps in committing, motivating and rewarding staff. Good employee experience improves customer experience.
– 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
– inside a mobile application.
Multi-channelled customer experience measuring offers a possibility to reach customers in a way that suits them the best, thus guaranteeing as extensive and versatile customer experience data as possible. This way you can also reach the customers that feedback devices don’t.
Measuring customer experience successfully starts by having customers give feedback as effortlessly as possible in their natural route after the customer encounter. Roidu’s project team helps to plan a customer-centric survey, thus making sure that enough useful feedback is collected for efficient application.
However, not even the best feedback devices can improve customer experience themselves, instead it requires the whole organization to commit to it. It’s useful to plan a process around handling the customer experience data and name people responsible to take the feedback forward. It’s also useful to set goals and targets for measuring customer experience and to track their achievement.
It’s especially important to take customer experience data as part of business development and decision-making and to commit the whole staff to developing their work in their own field. Roidu reporting service helps in the information utilization by offering user-specific reporting view for each level of the organization and reports according to information needs.
Reporting customer experience data
Measuring customer experience produces a vast amount of data that can be availed easily with Roidu online reporting service. Customer feedback is collected there in real-time and the results are represented in clear graphs and metrics and automated reports. Results can be filtered effortlessly by location, time periods, or other parameters to facilitate analysis. Reporting views are user-specific and display the relevant information for each user.
In the reporting service you can create summary and comparison reports of the accumulated feedback from certain time periods, devices, offices or services. You can print the report or create an Excel, PDF or Powerpoint file out of it. Additionally, there are also trend reports into which e.g. the results of several surveys can be combined and turned into summaries and comparisons.
Automatically created email reports are sent straight to customer’s email in chosen time periods. The contents of the report can be filtered from chosen results in the chosen time period to serve customer needs.
Customer experience data can also be turned into automatically updated public report to be published on info displays or websites.
Start measuring customer experience with a risk-free pilot
We offer you a chance to start measuring customer experience with a 4-month, risk-free pilot. This way you can explore the advantages and benefits of measuring customer experience cost-efficiently without committing to a long-term contract. The pilot includes the same comprehensive turnkey service including the devices, survey production, reporting service and support. Delivery time is two to three weeks after signing the agreement.
"Our collaboration has been very straightforward and our relationship with them is so natural. I think that’s the best part."
The city of Tampere became our customer in 2014, after recognising a need for a lot more variety from their feedback system. There are over 90 feedback devices across Tampere in various customer service points, such as social and health services, libraries and different counseling services. In the video, the planning chief of social and health services explains why they decided to use Roidu’s feedback solutions and what it’s like to work with us.
“I’m an expert in measuring customer and employee experience. I’ll help you in everything from planning to results consulting in an easygoing, yet professional manner. Contact me and we’ll find the most suitable solution for you!”