Collecting feedback from customers is a good start but we live in an era of data and there is lots of data but no information. The Understand part of our solution includes a number of mechanisms that turn customer feedback to information ready to be used for decisions. The features of e-satisfaction that does this are described below.
Benchmarking mechanism
The best way to understand your KPIs is to compare them with KPIs from similar companies. This is what e-satisfaction’s benchmarking mechanism is all about! This is a really powerful mechanism that can be used to diagnose issues in your business or even identify what is the strong element of your business to use it in your marketing strategy!
Custom Questions
So, you have received feedback from customers and you want to ask a more detailed question, or you just want to ask them something that is not directly related to their experience. No problem, custom questions can be added on all asking mechanisms and feedback can be collected during all stages of the customer journey to get the most out of your customers!
Correlate Feedback with an Order ID
Behind customer’s feedback there is a real, human customer. e-satisfaction is here to help you identify the customer and the order ID that is hidden behind each piece of feedback!
Segmented Data Export
Do you wish to contact a specific segment of your customers? With the segmented data export feature you may create and export customer e-mail lists, filtered by customer’s level of satisfaction.
Discover how to optimize your marketing budget by understanding your customers and building personalized campaigns based on their feedback!