Post-interaction measurement
Customer satisfaction
Evaluate each interaction immediately to measure satisfaction.
Description of the need
Our client is a national service provider with a multi-channel customer service (call center, email, chat and branches).
The company wanted to better understand customer perceptions after each interaction with its teams. Until now, satisfaction was measured on an ad hoc basis through general surveys, which did not allow for the precise identification of problematic situations or the evaluation of the quality of each contact.
The client was looking for a solution that would:
- To measure satisfaction immediately after each interaction
- To quickly identify dissatisfied customers
- To evaluate the quality of service of the different contact channels
- To have operational indicators to manage the teams
- To detect recurring irritants in contact pathways
The objective: to have a real-time measurement, directly linked to the customer's experience.
Proposed solution
We have implemented a system of post-interaction surveys triggered automatically after each contact with customer service.
Surveys can be distributed via several channels depending on the type of interaction:
- SMS after a call to the customer service center
- Email following an exchange with support
- Survey at the end of a chat or digital conversation
- QR code or kiosk in branch
Short questionnaires allow us to measure:
- Overall satisfaction with the interaction
- The resolution of the demand
- The quality of the welcome and advice
- The ease of processing the request
The responses are then centralized in a single platform allowing:
- Monitoring satisfaction indicators by channel or team
- Identifying problematic interactions
- Customer review analysis
- Comparing performance between teams or agencies
- Setting up alerts in case of customer dissatisfaction
Managers have access to results to monitor service quality and identify areas for improvement.
Special Features
To ensure a high response rate, the questionnaires were designed to be very short and suitable for quick completion on mobile.
The system makes it possible to link each response to the corresponding interaction (call, support ticket, chat conversation…), thus facilitating analysis and operational monitoring.
The dashboards offer:
- A real-time visualization of customer satisfaction
- Monitoring the performance of teams and channels
- An analysis of the reasons for dissatisfaction
- Identifying priority areas for improvement
This type of system allows companies to continuously improve the quality of their customer relationship and transform each interaction into a loyalty opportunity.
Such solutions can also be deployed in agency networks, contact centers or organizations with customer support teams wishing to manage service quality on a daily basis.
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increasing the response rate to post-interaction surveys
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time to identify customer dissatisfaction
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improving the resolution rate from the first contact
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FAQ — Customer satisfaction, NPS and customer experience
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Who is the Soft Concept Customer Satisfaction solution aimed at?
It is aimed at companies in all sectors wishing to structure a CX approach and industrialize the collection and analysis of the Voice of the Customer.
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Does the platform integrate into an existing CX system?
Yes. It can complement or strengthen an already structured system without disrupting your processes.
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Are technical skills required?
No. The creation, distribution and management of surveys is designed to be used directly by CX teams.
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How does AI add value?
It helps to formulate the right questions, automatically analyze the answers, detect trends, and trigger alerts on weak signals.
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Is the solution suitable for large volumes?
Yes. It is designed to handle large volumes of responses and verbatim comments, while maintaining fast analysis.
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