Customer Experience/ Feedback Portal

Hailed as one of the most valued voices in customer experience today, international consultant and founder of CMXperience, Clare Muscutt says:  

 

“Building a good customer experience does not happen by accident. It happens by design.”  

 

Customer Experience is now a top priority for every forward looking business. It is no longer only the quality of a product or service that wins customers, but providing top notch customer experience has become a critical factor in retaining customers and adding new ones.  

  

Key Features of The Q-SYS CX Portal  

Net Promoter Score

Net Promoter Score (NPS) serves as a globally recognized metric enabling businesses to assess customer loyalty towards their company. NPS is measured on a scale of 0 to 10, with respondents categorized into 3 groups based on their rating: promoters, passives, and detractors.

Customer Satisfaction Score (CSAT)

Customer Satisfaction Score (CSAT) serves as a globally recognized metric for measuring customer satisfaction with a business's services, products, or processes. CSAT is typically measured on a scale of 0 to 5, where 5 is very satisfied and 0 least satisfied.

Complaint Management

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A robust feedback and complaint management module, ensuring that negative reviews and complaints from customers are promptly resolved. This streamlines the complaint-handling process by automatically assigning cases to the dedicated stakeholder responsible for resolution.

Escalation Matrix

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When customers issue complaints, the CX Portal employs a smart escalation matrix to swiftly route it to the appropriate departments for action. This process facilitates effective resolution of issues, ensuring that customer concerns are always handled promptly and efficiently.

Auto Response

Customers deserve timely acknowledgment and reassurance that their feedback or complaint has been received. Our CX Portal's auto-response delivers immediate acknowledgment to customers and assigns a unique case number, letting them know that their input is valued and actively being addressed.

Multiple Customer Feedback Channels

Q-SYS's CX Portal provides businesses with a wide range of customer feedback channels including dedicated feedback kiosks, SMS, QR Codes, and integration with payment wallets enabling you to gather feedback from diverse touchpoints.

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