CUSTOMER EXPERIENCE DATA 

<for Shared Services>

 

DELIVERED

 

The feedback you need to manage service quality.


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Customer Experience Data: 

It’s Not Just Satisfaction

 

Satisfaction scores are vanity metrics. Customer Experience Data combines the right metrics to tell an Actionable, Accessible, and Auditable story.


Data

Data

Methodology

Methodology

Experience

Process

Data

Customer Experience starts with satisfaction, but it doesn’t stop there.

We combine Customer Feedback with your Enterprise Data for each of your services. The information you need, delivered in context.

Customer Feedback

Your customers have the information you need to guide your improvement plans. You just have ask the right questions at the right time.


Importance

What matters to your customers? Are you allocating your improvement resources to the services your customers value and rely on most? Alignment is key.

Satisfaction

The metric everyone thinks about, however, your organizations ability to push the needle on this metric over time is what counts. Simple targets are the enemy of improvement.

Quality Attributes

When receiving thousands of responses, identifying what needs to improve with each service, within each geography, is critical for scope management. Responsiveness, Reliability, Skills/Knowledge/Experience, and more.

Commentary

This is the heart of the survey, where customers can let you know where their pain resides and how you can address it explicitly.


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Enterprise Data

You run a survey, you get lots of data. Then you spend countless hours hacking at it in Excel to put it in context. We can integrate any set of data you provide.


Reporting Hierarchies and Master Data

Every other report you look at reflects your company’s structure, ours will too. Your hierarchies, your terminology, your formatting.

Employee Demographics

Geography, department, business unit, customer type, anything that helps you understand your customer population can be included. With this information, within seconds you can answer questions about customer experience for each service, in each seperate geographic region, for each specific customer type. The possibilities are endless.

Service Data

Performance, cost, and efficiency KPI’s to start. Let’s dive deeper into your Output KPI’s and see how meeting customer commitments correlates to raw feedback. Let’s incorporate your Input KPI’s to shed light on how your processes impact customer experience.

Delivery Options

Get your data the way you want to consume it:

  • Use our online Business Intelligence tools with report generation and online pivot tables to conduct ad-hoc queries or download Excel/PDF reports.
  • Import our Customer Experience data into an Excel template with pivot tables and data visualizations, ready for mass distribution. 
  • Let us gather and stream the data straight into your data warehouse so that you can use your existing BI tools and reporting solutions, as well as integrate it with highly confidential data sets. 

Methodology

Designed by our Chief Knowledge Officer, Dr. Leland Forst. Based on customer experience work with over one hundred Global 2000 Clients.

Leverage a best practice and proven methodology to gather actionable and unbiased data. Our highly adaptive process will be tailored and structured to your organizations unique needs.


1. Define

Define your services in a simple hierarchy that your customers can understand. We provide a best practice template that you can customize with the unique terminology that your organization has adopted.

2. Measure

Measure each data point for each service. Our team and our technology will take the pain out of gathering frequent and detailed Customer Experience data. 

3. Analyze

Analyze the results. Our reporting and online analytics are available as frequently as you need them with fresh data that is already integrated with your existing reporting hierarchies and metrics.

4. Act

Act on the results. This is where you take control of your customers’ experience and take action based on quantitative data.

5. Repeat

Repeat the process. We will update our systems to reflect changes to your organization and updates to your data so you can focus on leveraging the data, not wrangling it.

Process

We deliver Customer Experience data and we deliver an amazing Customer Experience with our process.

We know the challenges, the pain points, and how to get you the data you need. We’ve built our entire solution around minimizing your level of effort and maximizing your results. 


Working With 42stats

Gathering and preparing Customer Experience Data is like cooking. Every customer around the world is the source of a unique and crucial ingredient. We are the team who will meticulously gather and expertly combine each ingredient.

Let’s focus your time on making decisions and running a Global Business Service. Give us the basic information we need to start looking and we’ll deliver the data you need.

Reflecting our methodology, the experience we create is based on leveraging your knowledge of your business with our experience in data collection and delivery. However, we can also give you tools and training to build an expertise service for Customer Experience data collection.


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