Point of Experience Feedback

How well are you delivering against your customers’ expectations at the front-line?  Answering this question is critical but traditional techniques fall short of delivering accurate, timely, actionable information.  Tapping into the voice of the customer while they are immersed in the experience is the key to deriving maximum insight.

The feelings generated during a customer’s experience fade away once the experience has concluded – we could refer to this as a “half-life.”  This more intense the experience, the longer the associated emotions linger for, but most experiences have a very short half-life, with positive experiences fading more quickly than negative ones.

Capturing customer feedback right at the point of experience provides a far truer read than post-hoc surveys, focus groups or mystery shopper initiatives that tend to be post-rationalised, unrepresentative or focused more on what the organisation deems as being important than what ticks the boxes for customers.

Fizzback Point of Experience Feedback is a solution that helps companies to gather, analyse and take rapid action on customer feedback.  Fizzback works in partnership with clients across a wide range of industries to:

• Employ our unique artificial intelligence engine to extract meaning, sentiment, subject and location
• Generate immediate, adaptive responses to customer feedback, creating a sense of empowerment and engagement
• Continue a longer term dialogue with customers, using their input to shape business decisions
• Create role-specific alerts and an interactive dashboard, ensuring that the organisation is able to take immediate action
• Integrate feedback into front and back-office systems, extending the reach of this mission critical information
• Implement best practice techniques in advertising and gathering free-from voice of customer feedback