Immediate invitations, immediate insights, immediate actions

Maintaining and improving customer satisfaction and loyalty requires continuous information on your customer experience throughout the entire Customer Life Cycle. But how can you monitor these experiences and changes in brand perception real-time? MetrixLab’s Closed-Loop Feedback system, or CLF©, fulfils every marketer’s dream of tracking customers up close and personally.

Outline

MetrixLab’s CLF© system has been specifically developed to meet our clients’ need to track customers more intensely and achieve shorter turnaround times. After all, continuous, real-time customer feedback is key when you wish to improve daily operations for the benefit of customer loyalty. With CLF, we have taken things a step further, as the research outcomes become an integral part of managing your client processes. Its real-time setup offers you a vast improvement on data quality, thanks to the immediate nature of the obtained feedback. The short and actionable questionnaires used in this system guarantee a minimal strain on respondents and allow them to speak their minds directly after their experience with your services at various moments in the process. In short, with CLF©, you and your customer both benefit.

Methodology and set-up

Our integrated, highly scalable end-to-end CLF© survey tool offers you a series of short surveys for your customers, served at previously determined specific moments in your customer life cycle. With CLF©, we can fully automatically conduct surveys worldwide within 24 hours of the service experience, in over 40 languages. The surveys are rooted in the principles of a Net Promoter Score monitoring tool.

Each CLF© questionnaire is limited to six questions or a two to three minute timeframe and will be served to customers that required your care. The questionnaire is made accessible either via a link sent to the targeted customer in an e-mail. Visitors of the support section of your website can also be invited instantly by means of a website overlay and any additional or follow-up questionnaires are only offered after your customer’s consent. A final courtesy call by your organization may be included in the set-up in order to set-up an even more actionable feedback-loop.

The actionable results of the collected data are integrally accessible for the individual owners identified upfront within your organization. A sophisticated dashboard offers you all the information you need, and more. Compare your NPS-score to your target and benchmark, for instance. Or generate an overview of NPS scores including root causes for detraction or promotion… per customer! What is more, CLF© works by push and pull feedback, so not only are your various owners able to access the real-time dashboard at any given moment, they will also receive an automated message from the MetrixLab system every time noteworthy changes in results occur or specific actions are required.

Your benefits

MetrixLab’s Closed-Loop Feedback system enables you to truly keep in touch with your customers and optimize your customer and product related processes. With CLF©, MetrixLab offers you:

• A set-up that integrates research in your day-to-day operations in a simple and highly effective manner
• True and uncut feedback with regard to your customer experience thanks to a direct and immediate approach
• Actionable results for improvement
• Push and pull reporting for up-to-date information
• The means to instantly increase customer satisfaction and loyalty

Back