SkyCreek’s custom, multi-channel (IVR, SMS, and email) post-interaction employee performance survey solutions capture customer feedback immediately after interactions with front-line employees. This approach allows companies to promptly detect and resolve customer dissatisfaction all while enforcing greater quality and consistency of delivered customer experiences across the organization.
For service-centric businesses, front-line, customer-facing employees embody their brands. Customer satisfaction surveys alone don’t typically capture detailed employee performance and operational policies. Best practices can only set goals and target experience objectives. Businesses need enhanced ability to enforce individual employee accountability to customer experience standards.
Today’s companies need an efficient post-interaction survey program, which measures both structured and unstructured customer feedback, to:
With a strategic, data-driven approach, companies can increase service excellence and create more consistent customer experiences. Competitive companies must heighten customer service expectations and strive for stronger customer loyalty.
Through SkyCreek’s professional and integration services, we can further drive employee interaction performance data into upstream management systems and operational processes. This offers companies increased visibility into employee performance and accountability.