"ServMetric is a vital feedback tool."
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– Nottinghamshire County Council
ServMetric Customer Voice enables you to capture customer insight at the point of experience, analyse it in real time, and act on it.

Capture

ServMetric’s wide range of feedback interfaces includes our unique touchscreens, automated telephone surveys, SMS, web-based widgets and email footers, all of which can be mixed and matched to deliver a complete, scalable solution which is a perfect fit for your organisation.
ServMetric surveys are completely flexible, and will enable you to discover whatever you want to know:
  • Overall satisfaction – capture the mood with a single customer click
  • Quick-fire comments, compliments and complaints – uncover the key issues for your customers with verbatim feedback
  • Detailed structured surveys – explore the customer experience in depth and consult on plans and proposals

Analyse

The ServMetric dashboard is both powerful and easy to use. Bringing everything together in one place, it enables you to analyse your data at any level, from a single overall satisfaction metric, right down to individual customer comments. Customer profiling enables you to understand the needs of different customer groups.
ServMetric’s integrated workflow capabilities make it easy to turn insight into action:
  • In-built Alerting flags up issues as soon as they occur, ensuring that the right people can respond and turn problems around fast.
  • Tracker tools enable you to assign customer comments to an individual or team for action, and manage them through to resolution.
  • Trend graphs give you the ability to quickly gauge the success of your initiatives using ‘before and after’ data.
  • The Report Publisher features automatically export dashboard reports to other media, ideal for sharing in team meetings and management reports.
  • A wealth of templates and supporting resources help you to tell your customers about the great things you are doing with their feedback.

ServMetric Customer Voice Benefits

  • Capture the “moment of truth” – the customer experience as it happens
  • Understand the needs and expectations of different customer groups
  • Transform feedback into ‘actionable insight’
  • Identify trouble spots immediately and resolve issues efficiently
  • Compare performance across teams, departments, locations and regions
  • Achieve impressive response rates

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