QS5 Customer Feedback

Measuring performance is a fundamental part of Marketing and Client Service.

QS5 provides you with a methodology to constantly measure your customers perceptions of your business and the way your processes and proceudre are viewed.

The way you collect this information will vary by the type of business but a rule of thumb would be that you measure your Marketing Effort by regularly canvassing your market through general surveys, and you measure your operation processes by sending requests for feedback on completion of a transaction/ interaction.

With QS5 you are able to create your own surveys and publish, process and collect and analyse the responses.

We find that short snappy surveys work best but you should have at least two questions; the one will ask for a guage of the quality and the other(s) will seek to categorise the respondent (regions, type of interaction, age, gender). Additional questions could be offered to explain the score offered and to provide some detail around the transaction/interaction.

QS5 has a specific question style NPS (Net Promoter Score) specifically set up to present the standard Marketing Question "How likely are you to recommend ACME company to your friends and colleagues?" with a score from 0 - 10.  Using QS5 you can quickly measure your performance over time showing the movement in the score from month to month.

QS5 allows you to create a logically structured survey, omitting questions that are not applicable based on previous answers and focusing on the areas that are applicable. This is an important feature because the longer the survey the less likely the client is going to complete it so by avoiding irrelevant questions you are improving your chnaces of the user completing it.

QS5 allows you to brand your survey with your own logos and colour scheme and can be presented in its own page or as an i-frame within an existing page.

At the end of the survey the system will create and email with the answers for this person so that a Customer Services rep can address any issues raised with that client.

But the real power is in the bulk analysis tool.  The user is able to look at the responses for a period and set bench marks for different questions so that failure to meet the benchmarks can trigger business review to see if improvments can be made in you processes.