Customer Satisfaction and Referral

This application within the Touchpoint Platform enables your customers to provide feedback on their satisfaction online immediately after their purchase to get reaction as close to the customer experience as possible.  This converts satisfied customers into brand advocates by giving the opportunity to refer at the customer’s fingertips.

Unique to Digital Touchpoint:

  • Referrals linked to satisfaction input: Based on logic with the Platform, customers are offered the opportunity to refer customers based on how they answered specific satisfaction questions.
  • Multi-brand, multi-location tailoring: For each communication to the client, very specific variations are automatically reflected; for example unique addresses, location-specific offers, etc.
  • Referrals by email and social media: Satisfied customers can provide a referral by traditional email, and post to social media (Facebook, Twitter, etc.)
  • Real-Time Notifications to Key Stakeholders: When a customer answers survey questions that indicate less-than-satisfied, an email message is sent immediately to a pre-arranged stakeholder (e.g., a regional manager, customer service manager, etc.).  This immediacy of response enables the customer’s issues to be addressed quickly, thus increasing the likelihood of “saving” the customer.
  • Online, Real-Time Management Information: At any time, management can access information about satisfaction and referrals, or download to Excel for further analysis.