Real Time Customer FeedbackSoftware & Solutions

Supporting Service Improvement and Customer Loyalty Development

Customer Feedback at the Point of Experience

- The missing link for operations management

- Providing vital insight for marketing & customer insight/ experience teams

Solutions

• Multi-Mode Online and Offline Survey Management Platform;

Customer Feedback Kiosks Tablet Surveys Mobile Survey Apps;

iOS, Android, WindowsOnline or offline survey completion

Mobile web surveys/online surveys (HTML4&5)• Distributed by weblink, email, QR code, Tiny URL

Paper based surveys Survey creation and reporting within one main platform From single location to multi-tier enterprise structure

Applications• Customer Satisfaction and Insight

– Retail , Hospital ity, Leisure, Services, Products..

• Patient Experience– NHS/Health Trusts, GPs & Dentists, Pharmacies..

• Public & Visitor Engagement– Public Services, Education, Conferences/Exhibitions..

• Employee Feedback– All sectors: Attitudes, Buy in to Organisational Objectives, etc..

• Site Inspections - Automated Data Collection & Reporting– Uti l i t ies, Surveyors, Inspectors, Management, Mystery Shopping..

Organisations can use Opinionmeter for multiple applications, e.g. customer feedback, site inspections, employee feedback – all within one platform

Supporting Operational TeamsTraditional surveys rarely provide operations teamswith the insight to deliver service improvements, andnegative reports can lead to resentment & distrust ofthe whole survey process

• Opinionmeter’s continuous real time feedback software and tools support rapid process improvement by providing the insight to identify root causes of service and quality issues

• Real-time service alerts provide an opportunity for instant service recovery, delivering immediate improvements in the customer experience

• Daily and weekly scheduled service reports provide the information required to discuss issues in team briefings AND an opportunity to praise good performance

Supporting Operational Teams• KPIs for senior management review• Benchmarking of units, locations, etc• Employee Feedback – attitudes and buy in to core objectives

• Site inspections – streamlined and automated data collection• Highly visible solutions such as feedback kiosks reinforce

the organisation’s service ethos to staff - which can have an immediate impact on performance

Supporting CEX/Marketing Teams

• Generate valuable insights from customers when they are actively engaging with the company’s products or services and are best placed to provide quality feedback

• Capture the opinions of the “silent majority” who don’t normally have the time or inclination to provide feedback once the touchpoint with the business has passed

• Conduct targeted strategic surveys on a new range of products or services, store refit, etc

• Supports Net Promoter Score customer loyalty measurement

Supporting CEX/Marketing Teams• Use the platform to collaborate with operational teams on

developing the customer experience

• Demonstrate the company’s service commitment to customers with highly visible and simple feedback tools

• Manage negative feedback at source rather than on social media, e.g. ask if they would like to be contacted regarding their issue

• Capture contact information with invitations to sign up for special offers, newsletters, etc

Survey Design

• Author once, distribute remotely to multiple survey modes• Advanced survey design options including;

• Branching and skip capability• Multi-media question capability, e.g. smileys• Many question types including Net Promoter Score, radio

buttons, sliders, matrix, open ended, multi-media capture (photo, video, voice)

• Multi-language capability• Easy GPS survey completion capture• White label with own logo & colours• Multi mode survey preview option within the SurveyManager

Survey Design Examples

Real-time Reporting and Data Delivery• Run up to the moment reports on-demand or schedule automatic

delivery of your customized reports.

• Advanced user management to ensure reports are only accessed by relevant staff (online or scheduled)

• Break down results however you wish: by facility, department, branch, etc.

• Reports exportable in multiple formats inc PDF and Powerpoint

• Raw data available to export in Excel, CSV, SPSS• Data exchange API also available

Survey Report OptionsSimple report creation tool for multiple reporting types;

• Summary & Analysis reports (cross tabulation, trend analysis, compare locations, service scores)

• Net Promoter Score• Presentation Reports• Respondent Level Reports • Customisable Dashboards• Wide seclection of graph

and chart options• Advanced text analytics

Pioneers in point-of-experiencepolling / surveying

• Awarded patent for inventing the original Survey Kiosk

• Introduced the first cross-platform, mixed-mode survey management system.

• Ongoing product development

• Experienced UK Team

The Way We Work• Flexible model to meet your current and future needs in full.

- Self service

- Fully managed and supported

- Or a combination of the above

- “Out of the box” solutions with hardware available

• Scaleable solutions – our services can adapt to your requirements

• Nimble and agile in meeting our clients’ needs. Technical agility possible because we have developed the platform 100%.

• Offer a broader marketing and operations mindset to support clients

Selected Testimonials “They’re bri l l iant, i t’s amazing how simple l i fe can be made with one piece of software… they save an enormous amount of t ime… data entry is cut down to almost nothing… and it saves trees!” Julie Cassidy, West Lothian Healthcare

“Allocating staff time to conduct surveys has always been a costly solution for us. With Opinionmeter, the device can be left unattended to gather information for as long a period as you wish. Analyzing is a snip, either uploading to the Survey Manager or directly inside Excel. Keith Woodhouse, Southampton City Council

“Opinionmeters are used to measure customer feedback on very local and tactical issues. These are issues which we could not always previously research as the more traditional methods were not cost effective. The beauty of the Opinionmeters is they are fair ly economical, easy to use and portable, so they can be moved from station to station.” Jim Muir, London Underground

“We have found Opinionmeter to be extremely useful in supporting us with customer survey data in our cl ient presentations. The cl ient’s perception of the system has been very positive. Opinionmeter provides us with the precise customer survey information we need in a short space of t ime. The fact that we can display this customer satisfaction survey feedback in easy to understand graphs adds real value.” Roger Groocock, Serco Leisure

Real time Customer Feedback

Get in touch to find out more;

Opinionmeter UK0115 971 1957

sales@opinionmeter.co.ukwww.opinionmeter.co.uk