For research officers
Transform
customer satisfaction en insights actionnables
Freed from time-consuming technical tasks, You can focus on what makes your profession valuable: the analysis, understanding of customer behavior and the production of strategic insights.
Customer feedback collected at each stage of the journey helps to identify expectations, pain points and opportunities for improvement to strengthen satisfaction and loyalty.
The benefits for research analysts
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Simplify your survey management
Design, distribute, and analyze your surveys from a single platform. Multichannel data collection and automated processing significantly reduce technical tasks.
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Access real-time results
Thanks to dynamic dashboards, you can immediately track changes in customer satisfaction and quickly identify trends or pain points.
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Showcase your analyses
Transform the collected data into clear insights that can be shared with marketing, product, or customer experience teams.
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Manage your customer feedback over time
Track key indicators and measure the impact of your actions on customer satisfaction.
Measurable results for your studies
Thanks to Soft Concept solutions, research managers can improve their efficiency and the impact of their analyses.
50 % of time saved on survey management and analysis
Automating data collection, processing, and dashboards reduces repetitive tasks.
3 times faster at identifying key trends
Interactive dashboards and automated analyses allow for the immediate detection of areas for improvement.
Up to +30 % survey response rates
Optimized questionnaires and multi-channel distribution facilitate respondent participation.
The KPIs you can track
The Soft Concept customer satisfaction solution allows you to easily manage key customer experience indicators:
✓ NPS (Net Promoter Score) to measure brand recommendation
✓ CSAT (Customer Satisfaction Score) to assess overall satisfaction
✓ CES (Customer Effort Score) to measure the simplicity of the customer journey
✓ Overall satisfaction rate
✓ Evolution of satisfaction over time
✓ Survey response rate
✓ Identification of pain points in the customer journey
✓ Analysis of customer verbatim comments and feedback
✓ Segmentation of results by customer profile, channel or point of contact
These indicators make it possible to transform customer data into concrete decisions to improve the experience.
A typical day for a research analyst
Before using the Soft Concept solution
8:45 AM
Extracting responses from different tools or platforms.
❌ Data scattered across multiple tools
10:30
Cleaning and consolidating data in Excel.
❌ Time-consuming manual processing
1:30 PM
Creating tables and graphs to analyze the results.
❌ Long analysis to prepare
3:00 PM
Manual analysis of customer verbatim comments to identify trends.
❌ Difficult to use customer feedback
5:00 PM
Production of a report or presentation for the business teams.
❌ Results shared late
A large part of the time is spent on the technical management of data.
With the Soft Concept customer satisfaction solution
9:00 AM
Consultation of customer satisfaction dashboards in real time.
🟢 Centralized and immediately accessible data
10:00
Analysis of key indicators and customer segments.
🟢 Quick performance analysis
1:30 PM
Rapid identification of trends and pain points through automated analysis.
🟢 Rapid detection of areas for improvement
3:00 PM
Sharing interactive dashboards with marketing or product teams.
🟢 Easier collaboration between teams
5:00 PM
Producing insights and recommendations to improve the customer experience.
🟢 Faster, data-driven decisions
The research officer focuses on strategic analysis and value creation.
Give your studies more impact
With Soft Concept solutions, project managers can:
✓ Launch investigations faster
✓ Analyze results in real time
✓ Identify the levers for improving the customer experience
✓ Share clear insights with business teams
Move from data collection to value creation.
Use case: The Customer Satisfaction solution in action
FAQ — Customer satisfaction, NPS and customer experience
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What types of software does Soft Concept offer?
Soft Concept offers a complete suite for collecting, analyzing and utilizing data, with modules dedicated to customer satisfaction, employee experience, product testing and field data collection.
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What collection methods are available?
Soft Concept solutions enable data collection via web, mobile, QR code, telephone, paper, or hybrid devices.
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Is artificial intelligence included?
Yes. AI is integrated into the platform but requires voluntary activation (consent), in accordance with privacy requirements.
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Which sectors use Soft Concept?
Our solutions are used in many sectors: retail, transport, health, industry, services, tourism, training and government.
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Does Soft Concept offer customized support?
Yes. We support our clients in the design, deployment, analysis and reporting, and also offer customized business platforms.
A problem to solve?
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