PeopleMetrics

DECEMBER 5, 2017

As a Customer Experience Manager at PeopleMetrics, I have the pleasure of working with companies across a range of industries including hospitality, financial services, telecommunications, and aviation. These individuals are often called “case managers.” So what does it take to build a successful closed loop feedback program?

Close the Loop 117

Close the Loop Net Promoter Score Hospitality Hospitality 117

SugarCRM

OCTOBER 11, 2021

While many tools in the market provide case management and knowledge self-help portals, Sugar Serve provides those tools combined with a rich customer management platform. Communicate Beyon d the Case. Sugar Market can send NPS (Net Promoter Score) and VOC (Voice of Customer) surveys to your customers.

Net Promoter Score 45

Net Promoter Score VOC Case Management Sales 45

Qualtrics

JULY 15, 2019

There are two popular methods for measuring customer experience: Net Promoter Score (NPS) and Customer Satisfaction (CSAT). To build a closed-loop system, you’ll need a ticketing system that alerts you when a customer has an issue and a case-management system that allows you to track the issue through resolution.

Net Promoter Score 41

Net Promoter Score Customer Service Close the Loop Social Media 41

PeopleMetrics

AUGUST 22, 2022

Case Management. Asking managers to take action on real-time customer feedback adds new work to their days. A closed-loop feedback program will provide tools to help managers delegate follow-up actions and track the progress of open cases. Understand key CX metrics.

Customer Feedback 71

Customer Feedback CX Close the Loop Sentiment Analysis 71

Confirmit

OCTOBER 30, 2018

Hall touts the comprehensive Action Management technology as the most vital piece of the VoC program. With full alert capabilities, advanced case management and task-centered case processing, the Confirmit solution enables prioritization of open items and arms the team with the information needed to take corrective actions.

VOC 40

VOC Net Promoter Score NPS Voice of the Customer 40

Gainsight

NOVEMBER 18, 2019

With data from our case management system (Zendesk, Service Cloud, etc) we can easily measure whether or not we are meeting customer service service level agreements (SLAs). Detractors (0-6s) are subtracted from the total number of promoters (9s and 10s) to give a net promoter score.

B2B 12

B2B CX NPS Net Promoter Score 12

SurveySensum

NOVEMBER 11, 2021

Data Management. Other features : CX Strategy & Design, Survey & Data Collection, Action & Case Management, Dashboard & Reporting, Text & Advanced Analytics. It is an ideal tool for measuring and improving customer satisfaction and loyalty through Net Promoter Score surveys. Easy to use.

Sentiment Analysis 52

Sentiment Analysis Text Analytics Close the Loop Machine Learning 52