Listen to and leverage the voice of your customers to enhance their brand experience.
Second To None’s voice of customer survey technology 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.
We develop VOC and 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.
Second To None provides for an unlimited number of survey respondents/responses, while utilizing a combination of both random and targeted sampling methodologies to ensure that your Voice of Customer data is representative of your entire customer base.
Our CATAPULT reporting console provides your program stakeholders with access to Voice of Customer survey intelligence in real-time. This mobile-friendly eporting portal delivers a wealth of reporting features empowering client teams to take action quickly.
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 Voice of Customer results into prioritized, actionable insights. Our analytics platform does just this, delivering the right data to the right person at the right time.