Download PDF

Gathering feedback

Gathering feedback

Reaching people on the right channel at the right moment has never been more important. Ideally, feedback can be captured at any touch-point, at any time; giving you more insight, more often.

Feedback Ferret can analyse your existing customer comments, or can gather feedback from any of the following channels:

FIND OUT MORE: 

FF 1 Gathering Feedback 595x842

Email / Web Surveys

  • Surveys are triggered by outbound email invitation with link to online form.
  • Delivered to customer inboxes.
  • Single or multiple questions.
  • Verbatim comments to explain their rating score.
Aviva Screenshot

SMS Surveys

  • Surveys are triggered by outbound SMS invitation, or you can publish long or short numbers for giving feedback.
  • Single or multiple questions.
  • Verbatim comments to explain their rating score.
Mobile Phone text

Website Feedback

  • Simple, ‘float-over’ feedback forms are triggered by web ‘tag’.
  • Feedback Ferret text analytics automatically extracts the actionable and useful information.
  • Information is used to drive Hot Alerts and other actions through Ferret reporting tools.
Help us improve screenshot

Tablets and Kiosks

  • Dedicated units are used for capturing feedback in retail outlets, event venues, etc.
  • Units are optimised for quick and easy feedback gathering at point of sale.
  • A complete service is provided by Feedback Ferret.
iPad

Customer Panels

  • Gather open-ended feedback comments from customer panels.
  • Feedback Ferret text analytics automatically extracts the actionable information to drive Hot Alerts and other actions through Ferret reporting tools.
three heads

Online Reviews & Social Media

  • Collect Social Media and Online Review data as part of your overall mix of customer feedback.
  • Feedback Ferret text analytics automatically extracts the actionable and useful information .
  • Drive Hot Alerts and other actions through Ferret tools.
  • Use Feedback Ferret to ‘deep dive’ into specific issues on social media and in reviews.
Social media

IVR Telephone Surveys and Voicemail

  • Gather feedback from IVR telephone feedback, including scores and recorded voice messages.
  • The Ferret transcribes the audio recordings into text within seconds.
  • Full text analytics is completed within minutes and uploaded to the Ferret reporting and action tools.
speech bubble text

Web Chat

  • Feedback Ferret text analytics automatically extracts the actionable and useful information from web chat conversations to drive Hot Alerts and other actions through Ferret reporting tools.
web chat

Voice of Employee

  • Add employee feedback to the mix for even deeper insight into customer experience: capture valuable feedback from your frontline staff about their experience with customers.
  • Using existing feedback channels makes it easy to achieve. Consolidate staff feedback with the whole and gain a 360 degree view of customer issues.
  • Make it quick and easy for them to give feedback.
speech bubble text 2

If you’d like to discuss your requirements with our team, please contact us: