How to measure your satisfaction KPIs on Feedier?

How to measure your satisfaction KPIs on Feedier?

With Feedier, you can measure your NPS automatically throughout the customer, employee or end-user journey.

Get a demo to start improving your KPIs

Ending yearly polls is finally here

Ending yearly polls
is finally here

Annual surveys conducted either in-house or through contracted market research firms are the norm for most businesses. It may have been effective in the 2000s, but there are now three major issues with using this method. Your end-user habits are changing a lot faster now than they were 20 years ago in the digital age, which brings us to the first challenge. The rate at which these shifts occur has grown and is expected to rise further. Tools that can assist your team in keeping up with this accelerated pace are required.

Operational teams (products, support, sales, etc.) rarely benefit from yearly surveys, while top-level decision-makers benefit much from them. The insights are intriguing because of the sheer volume, which is derived from the entire end-user database, but are not practically useful at the regional level. Your company’s teams conduct their own local surveys and lead to a lack of communication and the appearance of data silos. As a result, customers are solicited for feedback multiple times, but the data is never connected.

Take measurements in real time and at critical points in the end-customer journey

Take measurements in real time and at critical points in the end-customer journey

With automation, increase the frequency with which feedback is received and improve the speed with which problems are identified. Turn feedback into an actionable asset for every team in your business. Implement a feedback automation system using your IT infrastructure and cloud services. With automation, you are able to deliver customized messages with automatically adjustments based on the recipient profile (staff role, customer onboarding date, user location, etc.).

Have all of your key metrics for customer satisfaction (NPS, CSAT, CES, etc.) updated in real-time, with clear benchmarks and straightforward optimization opportunities. Make sure you know when throughout the end-customer’s journey would be the most effective time to collect this data. Wait a few days after a consumer has been onboarded or received a product before requesting feedback.

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Implement individual team dashboards

Implement individual
team dashboards

Give each team its own dashboard to monitor the input that matters to them and have it automatically assigned to the appropriate person on the team to turn all feedback into action. Key performance indicators (KPIs) over which individual team members have control are the primary emphasis of every dashboard. As a first step towards achieving true user-centricity at scale, this is the way to go. Having these resources at their disposal allows groups to not only track their own growth, but also understand how their data analysis and insights have contributed to greater organizational success.

Perform a KPI benchmarking

Perform a KPI comparison

Measure actively KPIs and categorize each KPI based on relevant operational data. It’s a critical step for significant changes.
Once you’ve decided how to divide up your operational data, it’s a breeze to compare groups in the form of feedback and spot places where you may make gains. This allows you to see the big picture while equipping your staff to continuously enhance key performance indicators.

Of companies that work to improve their customer experience report an increase in their revenue

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