CUSTOMER EXPERIENCE INFORMATION

FOR SHARED SERVICES & OUTSOURCING

 

DELIVERED

 

The data you need to manage service quality.


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Customer Experience: 

It’s Not Just Satisfaction

 

Satisfaction scores are vanity metrics. Customer Experience Information combines the right metrics to tell an Actionable, Accessible, and Auditable story. A story that enables Loyalty, Penetration, Expansion, and Referral.


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Experience

Process

Data

Data

Experience

Technology

Customer Experience Information:

What is it?

Customer Experience Information for Shared Services and Outsourcing is unique. It is the foundation for effective Service Quality Management.

42stats leverages these 5 components to create and deliver Customer Experience Information you trust and act on.


1. Service Catalog: We customize a basic list of the services you provide based on our templates and include the KPIs you use to manage them.


Service Catalog Example - Finance Small

2. Customer Identification: We help identify and classify your customers and also gather all available information about them. 


Customer Identification Large Example

3. Enterprise Data: We gather all of the data you have on your services, such as input and output KPI values.


4. Customer Feedback: We design and administer a survey that asks your customers the right questions. It also serves to inform, train, and build a relationship with them. 

Survey Sample Large

5. Reporting: We deliver actionable reporting ready to be distributed across your service organization on a monthly basis. 

Reporting Sample

Actionable Data

42stats delivers your Customer Experience Information via online Dashboards, Reports, and Pivot Tables, in PDFs, Excel reports, or directly to your data warehouse.

Our reports let you know what is important and where to invest in improvement. They allow you to do root cause analysis for each service and monitor the impact of your decisions over time.

Drive Service Quality with Customer Experience Information