Gathering Customer Feedback

Multiple Feedback Channels

We consolidate multiple feeds to a single reporting platform to give you insight about your customer experience right across your organisation.

Web feedback forms

When you need to gather customer feedback quickly and easily but don’t want the complexity of a full scale survey, our one-page web feedback forms are an ideal solution.

Get all you need to know from your customers from a single web page!

• Quick to set up
• Easy and fast for customers to fill in
• High completion rates as a result of their compact no-nonsense format.
• Flexible – use different versions of the form for different customer touchpoints
• Link to the web forms from your web site(s) and outbound emails
• Print the URL on documents, marketing materials, point of sale displays…

Employee feedback

Employee feedback can be extremely valuable in identifying issues that need to be addressed to improve your customer experience, whether this is from Head Office, call centres, Regional Management or your retail branches.

We can work with your existing employee feedback channels, or set up new hosted channels to capture employee comments.

Employee feedback can be focussed on any of these three areas:-

1. Employee feedback about customer experience issues.
2. Barriers that employees face in delivering excellent customer experience.
3. Employee feedback about personnel issues, management and HR.

These employee feedback channels can be integrated and consolidated into an overall corporate feedback platform together with customer feedback data, or set up as a separate employee feedback platform for the organisation.

Telephone Surveys and Voicemail Feedback

With Feedback Ferret, you can make massive improvements to the turnaround times for analysis of automated telephone surveys and voicemail audio feedback.

• Audio recordings are automatically transcribed to text.
• Low cost, fast turnaround and high quality automated transcriptions.
• Comment transcriptions are combined with any scores and other customer profile data supplied with the IVR telephone survey feeds.
• Feedback Ferret contextually analyses all comments and uploads all results to the dashboards.
• Click through from the dashboard text views to listen to the original audio recordings for any selected topic.
• You get a fast and comprehensive solution, giving you complete understanding this valuable stream of customer feedback.
• You get full analysis and visibility of the themes, topics and sentiment expressed by your customers, without having to listen to every audio recording.

If you are running IVR surveys off the back of call centre interactions, or automated outbound IVR surveys to customers, you can now get next day analysis and reporting of the issues that customers highlight.

Audio feedback results can also be consolidated with other customer feedback channels to give you consistent analysis and reporting across all customer touch points.

Social Media Monitoring

Feed social media content to the Ferret to get a detailed understanding of the themes, topics and sentiment expressed through social media channels.

• Now you can cut through the unwanted noise and irrelevant chatter of these channels to identify issues of interest and relevance about your brands, your competitors or your market sector.
• Comments are gathered from more than 100 million social media sites, including, Twitter, forums, web media, blogs and review sites.
• Social media extracts can be targeted on a combination of keywords, country locations and specific sites, source type.
• Social Media feedback is coded with levels of author influence, gender, etc.

Social media content can be treated as a standalone project in Feedback Ferret, or you can consolidate it with your other customer feedback channels. Each data source is tagged in the dashboard filters, so it is easy to view particular topics from just social media, or to roll that up across all the feedback sources.