Online Assessment Customer Experience CX Solutions

Online Assessments

Online assessments examine the entire customer journey, either through a mystery shopping approach (walking in your customers' shoes) or through a voice of the customer approach (listening to customers). Both approaches assist in capturing aspects of customer experiences that can be used to identify gaps, find solutions, and measure the results as part of the overall customer experience strategy.

How we can help?

We understand that the most trivial issue with a service can result in losing a customer to a competitor. Thus, at GBW we help our clients focus on their online assessments through:

  • Programs designed to assess each critical stage in a customer's journey, helping them through each step that they take i>
  • Highly trained evaluators, capable of providing a measurement range - using circumscribed people to ensure the programs reflect every specific requirement that different target audiences may have.
  • Proprietary reporting platform that provides a single source of information.
  • Analysis against external data sources, to link key operational data.
  • An industry-leading quality assurance process that adheres to the highest ISO 9001 standards.

GBW takes its clients requirements seriously and therefore follows the highest quality standards beyond the expectations of the industry.

Customer Experience (CX) Management Services

OUR CX OFFERINGS

Program consultation and design

  1. Establishing objectives, scope and priorities
  2. Recommending optimised solutions
  3. Engaging and co-creating with stakeholders
  4. Establishing key touchpoints and channels
  5. Designing surveys to optimise insights
  6. Aligning incentive strategies to drive responses

Data capture and action tracking

  1. Create alerts for immediate action
  2. Allocating ‘contact me’ tracking and monitoring
  3. Escalating outstanding actions as required
  4. Generating all site reports and dispatch

Program creation and delivery

  1. Obtaining client sign-off and setup programs
  2. Setting up measurement specifics within KODOhub
  3. Integrating social media wherever required
  4. Establishing an online strategy to drive responses
  5. Tracking and monitoring ongoing responses

Reporting and analytics

  1. Populating GDX interactive Bi reporting tool
  2. Undertaking thorough analysis of collected data
  3. Generating QBR (quarterly) reporting
  4. Applying existing knowledge to enhance future waves
  5. Presenting insights to stakeholders

Online Assessments

What makes us different?

As one of the biggest customer experience companies specialising in online assessment frameworks and competitor benchmarking tools we have been market leaders in CX Management for 27+ years with a global coverage in 100+ markets. Our in-house system and platform methods ensure a unique solution for each of our clients. We are a part of Sonata Software – India’s fastest growing IT Services business, with 5000 passionate technology professionals worldwide. We have a strategic ongoing partnership with our clients and ISO9001 certification for quality assurance that includes omnichannel capabilities which provide bespoke end-to-end customer journey insights and analytics that drive meaningful change.

Frequently Asked Questions

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

How to improve Customer Experience?

The different ways we can improve customer experience are:

What is Customer Experience?

Customer Experience is the aggregation of all the impressions and interactions of a customer across different touchpoints they had in the complete customer journey. It is the perception built by your customers when they experience your brand or business. Every small interaction matters. For example: Coming across an ad, browsing through a website, talking to a sales representative, paying a bill, or talking to customer care for after-sale service. The positive impact from all these interactions altogether makes a customer experience remarkable.

Our CX solutions are focused on transforming the total customer experience through surveys, metrics, analytics and auditing by using the CXM framework to combine physical measurements with digital Platformation™ capabilities. We are committed to finding the right customer experience strategy that can lead to a competitive advantage.

Sonata GBW is a global technology company specialising in customer experience CX measurement, platform-based digital transformation, supporting businesses to become connected, open, intelligent and scalable. Global coverage of more than 105 markets with over 27 years of market leadership through extensive measurement capabilities, powerful and intuitive reporting and analytics platforms give us the leverage to improve customer experience. It has presence across USA, Canada, EMEA and APAC regions. If you would like to know more about how we can assist you, please fill out the business enquiry form below.