Behind great customer experiences, there are great employee experiences! — Just as customers are consumers of your brand’s products and services, employees also consume your brand and workplace. To achieve success, businesses must pay attention to both of these consumers. …

Survey lenses help you with deeper and more granular insights — What are survey lenses? A survey lens is any data associated with your survey respondent. This can include data such as: How a customer heard about your brand A branch or store a customer has visited A department that an employee interacts with Products that have been purchased An agent that has interacted with…

This article was written by Rose Muthami, Customer Experience and Relations Manager at AAR insurance Kenya. — Access the original article here. Our key takeaways from this thought piece: Surveys play a fundamental role in gathering information and insights but are reliant on asking the right questions at the right time. Real-time surveys (while the experience is still fresh in the customers’ minds) encourage better engagement and…

Our new chart helps you visualise which drivers contribute to competitor differentiation, which drivers are eroding experience and which drivers are emerging as experience pain points. — Use the drop-down on the right to access the scatterplot chart. This chart plots experience drivers on a 2 x 2 grid. The vertical axis indicates frequency — the number of mentions. The horizontal axis indicates performance — the variation between positive and negative sentiment. …

You can now simplify NPS, CES and CSAT questions to three-point scales. Read on to understand why we released this feature and how you can use it. — Why we introduced this feature NPS has often been lauded as the ‘The One Number You Need to Grow’. Based on a single question — On a scale of 0 to 10, how likely are you to recommend our company? …

Introducing better sorting, word clouds and driver trend analyses — Colour coding and sorting We’ve changed the colouring of the chart to green and red. Green represents drivers that contribute to satisfaction and loyalty. Red represents drivers that contribute to churn. The chart is also sorted in descending order, making it easier to understand your top drivers of focus. Word clouds

Our new feature helps predict where your experience metrics are heading — We’d all love a magic crystal ball that could predict what our future customer experience will be. We can’t quite give you a crystal ball, but your trend analyses now come loaded with predictive curves.

Use our suggested sentiment analyzer to make it quicker and simpler for respondents to fill out your surveys — In the survey builder, you’ll notice a new toggle for enabling sentiment suggestion for the question: ‘Please tell us why you rated us this way and what can we do to make it easier?’. It is disabled by default. Enabling this offers suggestions for what others have recently experienced. These suggestions are dynamic and will adjust to the respondent’s scoring. Respondents can click these suggestions and can supplement with their own views.

We’ve enhanced charts and filters to help you better understand your experience insights — Updates to the NPS, CES, NES snapshot widget Enhancements include: Easier comparison of experience metrics per branch/department/product line/touchpoint Decomposition of experience metrics per branch/department/product line/touchpoint Zooming into the data points contributing to the experience metrics Notice the new colour schemes 🔴🟠🟢?