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Reputation.com Surveys
Reputation.com Surveys
The Only Complete Voice of the Customer Solution
Challenge:
Challenge:
Is your survey program working for you?
1. Does it help you convert unsatisfied
customers into promoters?
2. Are you able to drive new business using
customer testimonials?
3. Can you monitor feedback from surveys,
online reviews and social media in one
platform?
Few survey vendors integrate customer feedback
from all channels. None use customer testimonials
to boost online reputation and traffic.
Solution:
Solution:
Reputation.com offers the most comprehensive approach to achieve Voice of the Customer success. We:
Unify all customer feedback from surveys, reviews, and social media in one platform
Analyze customer sentiment through rich segmentation and text analytics
Operationalize all feedback through a collaborative ticketing system
Boost location search ranking by publishing testimonials on your website
Five Keys to Great VOC Programs
Five Keys to Great VOC Programs
Design:
Create fully customizable, true-to-brand surveys with fully customizable logos, fonts,and more
Configure all aspects of survey design from pathing to question type with complete flexibility
Engage customers with conversational SMS-based surveys
Deploy:
Survey anyone, on any device: desktop, or mobile
Boost reputation by driving customers to leave online reviews upon survey completion
Setup ad-hoc surveys or ongoing programs
Analyze:
Segment feedback across any variable such as location, time, or demographic
Learn the root cause behind the scores using text analytics
Configure and report on custom scores based on any grouping of questions
Act:
Trigger alerts based on any survey criteria
Collaborate and act using an enterprise-scale ticketing system
Auto-escalate tickets if no action is taken within a specified time frame.
Publish:
Convert survey feedback to customer testimonials
Boost search rankings through SEO-enabled plugins for ratings and reviews
Case Study
Case Study
Challenge
Challenge
A national retailer with 1,200 locations across 42 states wanted to connect with customers using locally customized surveys following store visits. They needed a solution that would seamlessly integrate with their CRM system, and a process for consistently following up on all survey responses. However, they had several challenges:
• No integrated ORM solution in place
• Unable to customize surveys using their incumbent survey tool
• No process in place for consistently following up on survey response
Solution
Solution
Reputation.com’s Surveys solution helped them gather and operationalize feedback and amplify
customer testimonials on the web to generate more web traffic, store visits and revenue.
With Reputation.com, this retailer benefits from:
A flexible survey builder to support scalable customization and branding for each of their locations
Seamless integration to their CRM system to consistently send surveys following store visits
Intuitive survey templates and designs to improve response rates
Integrated review requesting to boost review volume and online reputation
Access to deep analytics at the location level for analyzing customer sentiment
Ability to stream results on location websites to boost their search rankings
Results
Results
Within six months of using Reputation.com Surveys, the retailer achieved its goals:
Increased survey responses by more than 7X, from 11,600 to 86,800 across four brands
Increased positive review volume by 50%
Elevated 79% of locations to Google’s local 3-pack for better visibility
FUD Assists
FUD Assists
Google Sites
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