Collect customer feedback at every customer touch-point to improve customer experience.
Find out what’s important to your customers, and use insights to improve satisfaction. Gain a competitive advantage by delivering customer experience excellence and encouraging loyal customers to spread the word.
Get a single view of your Voice of Customer metrics. See the results from your feedback kiosks, online surveys and in-app surveys in one analytics system.
Real-time feedback and instant alerts make it easy for employees to respond to customers and resolve issues quickly.
Low scores could correlate with new staff, identify training needs, maintenance issues or the requirement for new products or services, or highlight the need for changes in operational processes.
Provide a great experience first time, every time, to keep high satisfaction scores and reduces costs associated with handling with complaints.
Use the knowledge and expertise from the teams who are exceeding customer expectations to help improve those with lower satisfaction scores.
Use data to make strategic decisions about where to invest to maximise the impact on customers. The insights you get from customer feedback should make it easy to identify opportunities for improvement.
Take advantage of instant alerts and real-time reports to notify you of any issues to help you respond to customers faster.
Act quickly to limit the number of bad reviews you receive and improve customer retention. A massive 91% of customers will do business with you again if their complaint is resolved quickly and satisfactorily.
Track resolution time and costs by team, time of year or by event, and see how well your team handle enquiries to help you make further improvements.
Customer experience might be the responsibility of the CX team but everyone in the company can affect customer satisfaction. Customer facing roles make the most impact, but decisions made by operations, product, marketing and even finance can influence customers.
Use data to demonstrate how the actions of each team can make a difference to customer satisfaction, retention and loyalty.
“Avius have enabled us to significantly enhance our customer excellence culture, putting our members at the heart of the company.”
Mia Manson-Bishop, Member Experience Director
“Excellent service from the day we gave the go ahead, and the training was superb. I love the KPI results and analytics.”
Sylvain Thouzeau, Building Performance Manager
“Our long-standing partnership with Avius has been instrumental in understanding the ‘voice of the Merlin guest’ in order for us to create memorable experiences in our attractions around the world.”
Kathy Bagshaw, Director of Guest Excellence
