Voice of Customer Survey

Implement our survey programs and solutions to better listen to and leverage the voice of your customers to enhance your existing Customer Experience.

Implementing a Second To None Customer Feedback Survey program allows you to capture customer sentiment, feedback and satisfaction across every touch point, with data aggregated and analyzed through a single reporting portal. Structured and unstructured feedback is synthesized into data-informed insights.

Our approach to optimal program success:

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 Customer Feedback programs utilizing modular survey applications that provide:

1) A continuous listening post surrounding the voice of your customers using a core customer satisfaction and loyalty module;

2) Flexible and dynamic add-on modules through which shorter-term or emerging business questions can be quickly assessed and acted upon.

Obsessive Focus on Data Integrity

We employ multi-method fraud prevention techniques, including validation codes, duplicate participant detection algorithms, minimum survey completion time standards, random response traps and response pattern analysis.  Taken together, these techniques virtually eliminate the risk of careless, malicious and fraudulent survey activity on behalf of customers and employees/associates.

Unlimited Responses

Second To None provides an unlimited number of survey respondents/responses, while utilizing a combination of both random and targeted sampling methodologies to ensure that your Customer Feedback data is representative of your entire customer base.

Real-Time Reporting

Our CATAPULT reporting console provides your program stakeholders with access to Customer Feedback survey intelligence in real-time.  This mobile-friendly eporting portal delivers a wealth of reporting features empowering client teams to take action quickly.

Robust Analytics

Second To None offers a variety of fact-based and transparent quantitative and qualitative analytical tools. We recognize your team needs to be able to understand and readily transform Customer Feedback Survey results into prioritized, actionable insights.  Our analytics platform does just this, delivering the right data to the right person at the right time.

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