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.
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:
GBW takes its clients requirements seriously and therefore follows the highest quality standards beyond the expectations of the industry.
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.
Online assessments place evaluators in the shoes of customers. It undertakes specific measurable scenarios and assessments, against comapny expectations, comparing the real-world experience against company expectations and providing both objective and subjective feedback based on the outcomes of the assessment. This is undertaken at multiple steps along the customer journey, from initial awareness and consideration (how the offerings are presented against those of the competitors), to purchase and delivery and post-purchase services (call centre assessments, online chat support etc.), and ultimately to the likelihood of the customer to repeat and recommend the company based upon the overall experience.
Thorough customer service assessment is done through online assessments of tests or activities/actions such as scenario-based assessments which are focussed on objective and subjective aspects of online experiences/shopping. Furthermore, by undertaking a detailed analysis of the customer support function, given the critical role they play in overcoming challenges. Assessments of this nature include: call resolution, customer waiting time, problem-solving skills, product knowledge, length of call time, complaint handling, abandoned calls, resolved tickets, success rate of calls, tone and language used in the process, cross-selling opportunities, immediacy of the response rate, response to training, customer satisfaction and customer retention rate.
GBW believes that a unique combination of physical and digital measurement capabilities ensures that any assessment benefits from the use of technology, data reporting and analytics – while also fully utilising the vital role that human interactions play in the process, to deliver:
GBWs dedicated client servicing team takes the time to understand your business, its objectives, and recognising the strengths and weaknesses of your existing delivery through an in-depth analysis.
In addition, GBW takes the time to review existing feedback from different sources (both internal and external) to align on the opportunities that require focus and improvement.
Following the initial engagement, we design every aspect of your program - working closely with stakeholders to ensure your program objectives are met. We then set up the program (often in as little as four weeks) which includes data capture, quality assurance and BI reporting elements.
Once our assessments are underway, access is given to key stakeholders to monitor ongoing performance, and track actions that are generated from the program output.
Ongoing reviews both informal and structured are undertaken to ensure close alignment and a deep understanding of the results captured and performance improvement.
Customer Service is ultimately a combination of multiple factors that come together to create an overarching experience. It can be as small as a pleasantary that is exchanged between the company and customer, or as vast as rectification of unforeseen problems at any stage of the customer journey. How each of these areas is delivered, and how seamless the overall experience is (in conjunction with your aspirational brand standards) are ultimately the standards against which customer service is assessed.
Depending upon the specifics of the above, GBW utilizes an optimized combination of both physical and digital measurements to provide online assessments that drive performance and provide the insights needed to build awareness, understanding and ultimately action.
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.