Customer Experience Management (CEM) Solutions 

Speedy and effective analysis of the customer experience is essential to providing the opportunity to react immediately to this critical data and the SurveyShack online customer experience feedback system is perfectly suited to this need.

Using a range of simple deployment options (email, weblink or hardcopy questionnaires), the customer’s experience can be captured and reported on within only minutes if required. The accumulated data can also be analysed and used for trend analysis and continuous improvement strategies as well as providing valuable data for integration into CRM or EFM systems.

Customer Experience and loyalty can be linked directly to employee satisfaction. Customer Experience Insight (CEI) provides for the appraisal of both the internal view of the organisation (Staff Attitude Surveys) and the external view (CEM). CEI reports on this causal link between the two and the SurveyShack CEI process is a fine example of the use of CEM data and how it can be used to establish causes and effects of attitude and loyalty, both within and external to the organisation.  

Benefits of using SurveyShack for your CEM data acquisition and reporting:

• Fast and Effective – CEM feedback can be gained within only minutes if required.
• A totally adaptable tool – create unique surveys based on your organisation’s specific needs or use any one of the SurveyShack pre-designed templates
• You choose how involved you want to be – let SurveyShack do all the work for you using the Managed Service or manage your own data acquisition using the Pro Account or White Label, or let us design a fully integrated tool using the SurveyShack Corporate Solutions design expertise
• CRM and/or EFM system integration – add essential customer experience data to your CRM or EFM systems
• Use CEM data to carry out a full CEI analysis – see the direct cause and effect relationship between Customer Experience and Staff attitudes.  

What typical costs are involved?
The cost of establishing a CEM data acquisition and management solution varies for every organisation and according the available budget.

If you would like to discuss any of our solutions or products, please contact us or call free on 0808 909 8035.