Bisnode voice of the customer

With automated customer surveys, you can quickly see how your customers experienced the meeting with you, regardless of whether it took place in a store, on the phone or online. The ability to integrate your information about the customer with Bisnode means that we can send out surveys at the same time the customer was in contact with you. This increases both relevance and response frequency.

How automated customer surveys work:

• When a customer is in contact with you, the stored data on this customer is sent to Bisnode
• The customer is then sent a survey by text message, email or via a link
• The customer’s responses are sent back to Bisnode, and we compile the results into easily accessible online reports

To develop your business, it is important to measure, analyze and follow up on results. In our online interface, you can collate information from your business systems, such as cost developments in different business units, with customer feedback broken down by customer segment, channel, location, team or employee. This gives you excellent opportunities to follow developments in depth and draw conclusions on the relationship between profitability and customer experience.

The tool is also designed to not only follow trends, but also set clear targets, direct efforts and develop the business with the customer experience in focus.

The online interface gives you access to:

• Aggregated reports
• Reporting per dimension (customer segment, channel, location, team, employees, etc.)
• Trend reports
• Customer Voice Index (for benchmarking)
• Tailored reports/dashboards

The customer experience is often directly related to an encounter with one of your employees, i.e. how the customer was treated during a call to the customer service center, at a store or during a delivery. We have developed a function, Automated Personnel Messaging and Rewards, that enables team leaders to identify good and less good customer experiences connected to an employee or group of employees. In Bisnode Voice of the Customer, you can give your employees direct feedback and develop reward systems that actively drive customer experience efforts forward.

When you implement Bisnode Voice of the Customer, our management consultants and analysts can help you get started. You can get help identifying what dimensions of the customer experience you should measure, what questions you should ask your customers and how you should interpret the results. Based on these insights, you can then determine how you should develop your work with the customer experience, marketing and business processes.