Multi-channel NPS surveys
Customer satisfaction
Measure customer satisfaction across all your channels.
Description of the need
Our client is a national retail player with a network of physical points of sale, an e-commerce site and a centralized customer service.
The company wants to manage customer satisfaction in a comprehensive and consistent way. Until now, feedback was collected sporadically and independently across different channels (store, web, customer service), making it difficult to analyze performance in a consolidated way and identify priority areas for improvement.
The client was looking for a solution that would:
- To measure the NPS across all touchpoints
- To harmonize the data collection methodology
- To compare performance between channels
- To quickly detect detractors
- To have consolidated indicators for national and local management
The objective: to obtain a 360° view of the customer experience and transform measurement into a lever for continuous improvement.
Proposed solution
We have deployed a multi-channel NPS survey system covering the entire customer journey.
The surveys are distributed via:
- Post-purchase email (e-commerce)
- SMS after interaction with customer service
- QR code displayed at the point of sale
- Pop-in on the website
- Pop-in on the website
Each channel relies on an identical NPS methodology to ensure consistency of results and comparability of data.
All responses are centralized within a single platform allowing:
- Automatic calculation of overall and per-channel NPS
- Analysis by point of sale, region or team
- Identifying promoters, passives, and detractors
- Consulting and analyzing customer feedback
- The implementation of automatic alerts in case of dissatisfaction
Teams have personalized access according to their scope (national, regional, local) in order to manage performance as close as possible to the field.
Special Features
To maximize participation rates, surveys have been optimized for quick completion on mobile, tablet and computer.
A real-time alert system allows teams to immediately contact disgruntled customers and handle sensitive situations.
Dynamic dashboards offer:
- A visualization of the evolution of NPS over time
- A comparison of performance between channels
- Identifying recurring irritants through semantic analysis of comments
- Monitoring the impact of action plans
This system allows the client to move from a logic of one-off measurement to a true strategy of continuous improvement of the customer experience.
Such solutions can also be deployed in multi-site environments, agency networks, franchises or international organizations wishing to harmonize their satisfaction management.
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increasing the response rate to multi-channel surveys
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time required to detect and process detractors
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improving customer satisfaction through NPS monitoring
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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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