- You send out surveys when you have time, but response rates are low and you don’t get the information you need
- Without a centralised system, the feedback you do get is scattered and difficult to work with
- You don’t know what drives customer satisfaction, leaving you unsure how to improve
- You lack concrete satisfaction data to share with your team
- Surveys are sent to your customers on autopilot, with an average response rate of 20%
- All your survey responses are gathered in one easy-to-use dashboard
- With analysis tools, smart filters and a little help from AI, you can determine which topics are most important to your customers
- In just a few clicks, you can see how satisfaction scores at different touchpoints has changed over time
Get feedback without the fuss. Send automated surveys throughout your customer journey.
Whether on your website, via email or QR code, reach customers where they are and get the insights you need.
Have your survey ready to go in minutes, with a drag-and-drop builder and easy customisation.
No more wasted time gathering scattered survey responses. Our platform automatically collects all your feedback in one place.
Understand overall satisfaction at a glance, or take a deep dive into individual feedback.
Make team collaboration easy, with unlimited users on every plan.
You don’t need to be a data analyst to get great insights from your feedback.
Uncover the most important themes and topics with intuitive Text Analytics.
Using simple visuals and graphs, understand satisfaction for different business areas. See instantly where you can improve – no guesswork required.
Watch your hard work pay off.
Easily measure the success of your initiatives by comparing satisfaction metrics from previous periods.
Define quarterly or annual targets, exceed customer expectations and celebrate wins with your team.
Customer feedback management is the process of sourcing feedback from customers through various channels to guide company decisions and improve customer satisfaction. It generally involves four different actions:
Asking for feedback from customers, typically using surveys
Analysing that feedback for common topics and themes
Acting on that data to improve your service or offering
Tracking the effectiveness of your efforts by gathering more feedback from your customers
Managing customer feedback is important for businesses because it helps improve products and services, increases customer loyalty, guides strategic decisions, enhances customer satisfaction, drives innovation, manages reputation, provides a competitive edge, and serves as a performance metric. Essentially, it’s a key factor in maintaining a customer-centric approach and fostering continuous improvement.
When considering customer feedback management software, prioritise features like text analytics, multichannel integration, customisable surveys, robust analytics, and automation capabilities.
Choosing the right customer feedback management solution involves evaluating your specific needs, including your business size, and your objectives for managing feedback.
Compare the features and pricing of different services, read reviews and seek references to gauge other users’ experiences, assess the quality of customer support, think about integrations you need, and ensure the service can scale with your business as it grows.
