CSI - Customer Satisfaction Index

CSI gives you a metric of how customers experience your service/services and is generally a very good tool for both management and individual units within the organization, to determine areas for improvement.

Eviexa Eye™ supports multiple channels and can be used for automated phone calls or SMS. The tool can also easily measure customer satisfaction in social media like for example Facebook and Twitter.

You choose what and how many questions that are important to your business. We provide support and guide you in the setup process to create a customized and simple solution.

NPS - Net Promoter Score

With Net Promoter Score® you can identify unhappy customers and get a chance to improve. You can also find happy ambassadors and let them do the marketing for you. You even get a chance to listen to the critics about what they think is wrong.

Who are passive, and why? What can be made to make more people satisfied?

This method is based on the "ultimate" question:
"Would you recommend this company's product or service to a friend or a colleague?"

The question is asked through a survey that the customer can answer on a scale of 0 to 10, where 0 means not at all likely and 10 means very likely. Depending on what the customers answer, they are divided into three categories:

0 - 6 = "Critics" or "Detractors"
7 - 8 = "Passives"
9 - 10 = "Ambassadors" or "Promoters"

“Only 10% of unhappy customers complain, the rest silently change to a competitor”

NPS® and Net Promoter Score® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.

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Customer Effort

Effort is a survey that measures loyalty and gives you an opportunity to understand how much effort your customers believe is required in order to perform a request or buy your product/service. This survey is based on a single question:
"How much effort did you personally have to put forth to (get the issue resolved)?

Delivery and project follow-up

With delivery and project follow-up, it is possible to keep track of the delivery of a performed service/project or delivered product. It is important to have an overview of the "customer corridor". Usually, many different people and stakeholders are involved from beginning to end and this service gives you a receipt of the delivery.

Adherence program

With a customized adherence program, your customers or patients gets an opportunity for an extra service, such as reminders but also ability for them to evaluate their well-being or how they experience a service. By using this service, you get great possibilities to work proactively and focusing on customers' actual needs. It has a big impact on loyalty and satisfaction metrics.