Built-in text analytics give you a clear view of what your customers are telling you in their comments over time. Track volume and sentiment of comment themes. Uncover and respond to emerging topics. And easily drill down to the original comment to fully understand root cause.
Bring all of your customer experience data – from key behavioral, operational, and survey sources – into a single, anywhere-you-like-it view. Satmetrix NPX Connectors easily link your line-of-business applications to our customer experience management software. Integrate in both directions to gather a complete view of the customer journey and share it effortlessly
Easy collaboration and sharing ensure staff at all levels understand insights and take action to improve your business. Staff can collaborate by sharing online reports, annotating trend lines to note an event that impacted a score, or emailing a chart snapshot. Embed live charts in any Intranet page to bring the voice of your customers to any Web page.
Repair relationships before they are irrevocably broken and extend customer lifetime value.Automatic alerts are sent to the right person or teams as soon as a negative comment or score is received. Built-in workflows and built-in governance escalate risk issues and track issue resolution.
Satmetrix NPX makes it easy to amplify word of mouth of your loyal customers through sharing positive feedback about your brand in social media. One-click social sharing prompts customers to share positive comments on their social media streams at the end of their survey. You can also automatically republish comment streams in corporate Facebook pages or web sites.
NPX is fully self-service with no hidden service costs. Wizards with best practice templates quickly guide you through initial setup of a complete world-class customer experience program — including journeys, surveys, alerts, and reports. Change management allows you to publish changes when you are ready.
NPX responds to your screen size to automatically display all the information you need through your browser. Get easy access to account history before a meeting, or monitor team performance while you are traveling.