Customer Satisfaction and Retention Solution Overview
Understanding your customer’s experience is the cornerstone of success. That’s where Exela’s Customer Satisfaction and Retention surveys come in. Our solution is designed to provide seamless integration into your customer service process, offering valuable insights directly from your most important stakeholders - your customers.
Average Satisfaction Scores
Automated Survey Initiation
Our process begins with the customer receiving an automated message informing them of the impending survey. This transparency sets the stage for an open and honest feedback process, crucial to obtaining reliable and actionable insights.
We take your data seriously. Our team diligently captures and reports all survey responses, providing you with invaluable insights about your customers’ experiences. These reports are delivered weekly, enabling your team to identify trends, measure performance, and make informed strategic decisions.
Comprehensive Survey Implementation
At the conclusion of each call, our representatives will seamlessly transition the caller to our survey system. The survey comprises multiple carefully designed questions, with responses measured on a 1-5 scale. The simplicity of our system encourages participation and ensures data reliability.
Rigorous Audit Mechanism
We strive for continuous improvement in our process. That’s why we perform random audits on calls where the survey was not taken. These audits, supervised by our experienced QA team, help ensure that our agents are adhering to the correct process and providing accurate information about the end-of-call survey.