Customer Experience

Evaluate the experience of the organization's customers, including your satisfaction and your loyalty, through suitable models.

The evaluation of the Client's experience has become increasingly important.
The existence of customers with a positive experience presents a number of benefits, among which the following stand out:
- Greater tolerance of customers to changes in prices and protection of the organization in relation to competition;
- Lower future transaction costs;
- Increase in cross selling and up selling;
- Strengthening the organization's reputation and reducing costs associated with attracting new customers;
- Reduction of costs associated with complaints;
- Greater business profitability.

Objectives

1. Identify the drivers that most influence the customer experience and quantify the importance of each one;

2. Identify strengths , constraints and priority areas of action in order to improve the Client's experience and, consequently, the profitability of the organization;

3. Assess the performance of organizations , doing national and international benchmarking;

4. Understand and quantify the effects of certain metrics of the customer experience (such as the Satisfaction, Customer Loyalty and NPS-Net Promoter Score scores) on the profitability of the business;

5. Identify target segments to carry out improvement actions;

6. Integrate results of monitoring the online universe (social networks, online media, blogs, etc.) in order to measure the social presence of companies, their brands, products and services;

Qmetrics Methodology

Multiple channels

The Qmetrics methodology allows you to track the customer experience throughout your journey using multiple channels.

At the heart of digital transformation

Understanding the customer experience is at the heart of organizations' digital transformation journey. The Qmetrics approach makes it possible to centralize all information about the customer from multiple channels and touchpoints and using artificial intelligence to produce the most relevant insights about the customer and integrate them into the business processes.

Customer Journey

This service includes mapping the entire customer journey and identifying the relevant touchpoints and moments of truth.

Modeling

The service includes the development of models based on the theory of consumer behavior, on the specific knowledge of the studied organization and on the best international practices, which allow the identification of the drivers of the customer experience. This approach makes it possible to identify priority improvement actions with a view to optimizing the customer experience.

Dashbording

Qmetrics offers interactive dashboards that allow you to analyze the customer experience with different levels of granularity.

Benchmarking

The results of the customer experience become richer when compared to the practices of the competition and also of reference companies in other sectors of activity. Qmetrics customers benefit from the availability of a benchmarking system that allows them to analyze their results against the reference values of dozens of sectors of activity studied with the same methodology in Portugal.

Clients

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Customer Experience

Objectives

Qmetrics Methodology

Clients

Product Sheet