Are you listening to your customer feedback?

Are you listening to your customer feedback? It’s time to listen better.

Seamless mobile

integration is essential to the

experience.

Responsive Ready

Our survey can be taken on any device in order to have a

seamless experience for your customers.

Have you ever accidentally sent

a customer experience survey

to the same person, twice?

Month Rule

PeopleMetrics technology has a rule that will prevent over

surveying your customers.

How long does it take from your experience to your customer

survey?

Processes

Real-time survey triggers will get you

the right answers with no lag.

Are questioning your engagement

questions?

Text Analytics

Open-ends work when you uncover

trends and sentiment on the fly.

Are you not doing anything with

your feedback?

Email Alerts

PeopleMetrics surveys trigger alerts to the right people to respond right away.

MORE DETAILS

Voice of the Customer (VoC) Solution

PeopleMetrics VoC Features

Simple Dashboards

One Thing Analysis

Text Analytics

Mobile-Friendly

Action Alerts

Real Time Analytics

1. Check with customer that all needs have been met

2. Ask tough questions about your customer’s challenges

3. Demonstrate active listening skills by asking appropriate questions, playing back your understanding and providing relevant information in response

4. Demonstrate your understanding of differences between practice settings

5. Use information from prior conversations to anticipate customer needs

6. Offer help with patient paperwork and acquiring financial resources

Company Name Action Alert May 7, 2014

John Smith is a customer who sees an opportunity to improve understanding of his/her needs

Contact John Smith to thank them for their feedback and discuss improvement area

Opportunity Details

How strongly do you agree or disagree that your advisor took care of your needs?

Suggested Actions

What is an action alert? An action alert is an email generated from the survey response of an individual customer.

These alerts are automatically sent to the person who can take care of it and makes sure that every customer receives a follow up.

What kind of alerts can I get?

Recover Grow Market Recognize

Managers work to win back customers who experienced a

problem or are actively

disengaged/ detractors

Managers can use this feedback to

recognize employees for

outstanding work and develop training for customer facing

employees

These generate testimonials that can be used during the sales process or in

marketing materials

Customers are contacted about their stated need

for additional products and/or

services

Improve

This feedback will be used to identify people, processes and systems that

may need enhancement to positively impact

the customer experience

What is the Hub? The Hub is the name of our cloud-based software platform.

It is the home base of operations for real-time results and dashboards.

What is a Dashboard and a Push Report? A dashboard is accessed through the hub, and highlights the key metrics for

a manager or leader and is the path to maximizing the value of the information provided.

A push report is a static dashboard that is sent on a regular basis to specific people

within your organization. These can be relevant to an individual’s role in order to make the data as actionable as it can be.

What is One Thing Analysis? Applying statistical analysis – in the context of predicted ROI, target customer segments,

business strategy or operational goals – to deliver the One Thing you should focus on.

http://youtu.be/satBtuWCSIE

What is our process?

Kick Off Configure Program Soft

Launch Client

Approval

Goals agreed.

Work plan finalized.

Hierarchy established.

Team engaged.

Questions for survey.

Communications set. Alerts finalized to agreed

specs.

Hub CRM integration. Offline reporting determined.

Invite criteria agreed.

Data exchange test.

Full Rollout

THE PROOF

We find that working with PeopleMetrics is like working

with an internal team. Actually, at times, it's even easier to

work with PeopleMetrics.

We find that their support of our network and their

support of our feedback has been integral in our success.

And we also find that they push back when necessary,

when they believe and think that there is an alternative

or another way of looking at a business solution that will

help us in achieving our customer experience goals.

Maria Sastre President and COO

Signature Flight Support

“

WHAT THIS COSTS

Money per annum. This includes…

Feedback solution for customer care

Daily customer file uploads (SFTP)

Online, email invitations

3 online dashboards

Unlimited push reports of dashboards

Single Sign On (SAML)

Up to 5 email alert types

Standard tuning for text analytics

Weekly 1 hour calls for first month

Monthly 1 hour calls following launch

Up to ?? user licenses

OUR FUTURE…

THANK YOU

HOW TO REACH ME

Xand Griffin

Brand Evangelist O: 215.979.8037 | M: 267.709.9213

xand.griffin@peoplemetrics.com

Got questions? Here are some answers!

How is this different from market research?

Customers provide feedback on a recent interaction with your business through

a short, non-blinded survey. The purpose is to identify specific opportunities for

improving customer experience.

Will the data be valid?

Unlike traditional market research every piece of customer feedback matters

since we will see which customers respond and what they say. Aggregating the

findings for the purpose of trending and tracking is not the primary purpose of

this work, although over time we typically glean higher level insights as the data

builds in our system.

Got questions? Here are some answers!

What response rate can I expect?

We’ve seen rates as low as 2% to as high as 30%. Factors influencing response

rates include: the strength of the relationship, customer information file source,

and how compelling the customer positioning and communications are.

Who has access to this information that is shown in the online reporting Hub?

Our Hub is created to get the right information to the right people at the right

time. This information is role-based, and we will work with you to determine

what that hierarchy looks like, and what user gets to see what information.