Understanding customer engagement, feedback, experience and loyalty patterns are key fundamentals necessary for a company’s marketing efforts to be successful.
VirtlX Perceive is a cost-effective and time-saving method that assists marketing personnel in gathering these important data points in real-time and presenting this data in clear graphical formats.
Net Promoter or Net Promoter Score (NPS)* has been shown to correlate with revenue growth relative to competitors. It has been widely adopted by Fortune 500 companies and other organisations.
Companies, employers or other bodies ask the questions of customer, employee or other respondents, such as resellers, implementation partners and suppliers. A good score is simply one whose trend is better than that of competitors in the same industry, as measured by double-blind benchmark research.
*Net Promoter, NPS, and Net Promoter Score are trademarks of Satmetrix Systems, Inc, Bain & Company, and Fred Reichheld.
We have created our own Customer Experience Index to portray results on a scale from 0 to 10, with a weighting on the most regularly rated scores. Unlike NPS, there are no negative scores, which makes this approach resonate more readily with employees and facilitates the task of addressing performance issues for managers.
VirtlX Perceive presents NPS and Customer Experience Index data in a number of report formats, making it easy to evaluate and understand customer sentiment.
VirtlX Perceive allows you to write your own customer surveys and distribute them using the VirtlX Communicator, offering email and text (SMS and WhatsApp) gateways. Data to build the reports may be originated from multiple sources: