Listen to and leverage the voice of your customers to enhance their brand experience.

Our Customer Feedback solutions offer a practical, proven approach and best-in-class value for listening to the voice of your customers and proactively managing their experience with your brand. Typically, our Customer Feedback solutions take the form of online/mobile, interactive voice response (IVR), and intercept surveys that measure, report and track customer satisfaction, loyalty and advocacy, as well as the underlying Key Performance Indicators (KPI’s) that help to shape these critical business outcomes.

We truly pride ourselves on taking a practical approach to Customer Feedback and accomplish this through our:

  • Position Paper
  • Fact Sheet
  • Contact Us

  • Integrated Program Design— we design and customize your Customer Feedback surveys, data collection and invitation methods, and participation incentives around your customer lens (how the customer views and interacts with you), while being mindful of the direct linkages back to your organizational lens (how you view and interact with your customers) to ensure the resulting business intelligence is both relevant and actionable to your stakeholders in the field.

  • Modular Surveys— we develop your Customer Feedback program using modular survey applications that provide 1) a continuous listening post that captures the voice of your customers using a core customer satisfaction and loyalty module, and 2) flexible and dynamic add-on modules through which emerging business questions can be quickly assessed and acted upon.

  • Obsessive Focus on Data Integrity— we employ multi-method fraud prevention and detection techniques, including encrypted validation codes, duplication detection algorithms, minimum completion time standards, random response traps and response pattern analysis. Taken together, these techniques virtually eliminate the risk of careless, malicious and fraudulent activity on the part of both customers and employees/associates.

  • Unlimited Responses— we provide an unlimited number of responses, and use a combination of both random and targeted sampling methodologies to ensure that your Customer Feedback data is reflective of your entire customer base.

  • Real-Time Reporting— Our CATAPULT reporting console provides you access to your Customer Feedback intelligence in real-time, and offers a wealth of customizable and user-friendly reporting features that empower you and your field management team to take action quickly.

  • Robust Analytics— we use a variety of transparent and best-in-class quantitative and qualitative analytical tools that your team can understand and that quickly transform Customer Feedback data into customer experience insights, and always present analytic insights to you in the simplest manner possible.