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Enabling Focused Customer Experience Improvements

Collect Customer Feedback

We automatically gather all your customer feedback comments from any touchpoint - surveys, online reviews, social media, employees etc.

We combine the comments with other information available (customer details, transactions, locations, bookings, etc.) to give you a 360 degree view of your customers’ experience.

We can take the comments from your own surveys or, if you don't have one yet, we can set-up and operate one for you.

Analyse All Comments

With over 20 years of development and continuous improvement to it's capability, our powerful text analysis technology quickly and accurately identifies all the topics your customers are talking about.

It automatically analyses every sentence in context and categorises them into topics tailored to your business.

We offer a fully managed service. We do ALL the coding and data management which saves you time and resource. You simply receive the results.

Receive Alerts, Take Action

Automated alerts are the lifeblood of any Customer Experience Solution.

Our red flag alerts enable you to troubleshoot issues before they escalate. For example, legal threats, theft, fraud, ombudsman, harassment etc. Take action immediately, resolve problems, save money and win customers back into the fold.

Our green flag alerts enable you to engage with your happy customers which helps build emotional loyalty.

Task Manager

Our online tool, Task Manager, enables you to do two things:

1 - Manage closed-loop responses to your customers' feedback comments by creating cases, task lists and workflows. You can monitor progress every step of the way, ensuring your customers get the service they deserve.

2 - Post feedback comments and your responses to these comments to a dedicated 'Reviews' page on your corporate website(s).

Analytics Dashboard

Our dashboard tells you what is driving your satisfaction ratings.

Select filters to focus on date range, specific business areas, geographical zones, or employees.

Drill down into the actual comments and take action where necessary to improve customer satisfaction.

Advice & Support

With over 20 years experience, we really know what makes the customer tick. We work with you to identify how you can improve customer experience, drive loyalty and, ultimately, increase your bottom line.

From the outset, we seek to understand your business, its aims and capabilities. We know the importance of delivering real value to your customer experience programme and our ultimate aim is to ensure you generate a positive ROI on it.

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For more information about our services and to find out how we help clients, please see our Resources section or contact us to arrange a demo.

“Feedback Ferret has given P&O Ferries the meaning behind its NPS. We can now quickly and easily identify exactly what our customers are telling us to improve, and what we need to do more of.”
Jenny Lorimer, P&O Ferries