The Listen Feature equips businesses with essential tools to measure and improve customer satisfaction. By combining the Customer Satisfaction Index (CSI), direct feedback collection, and Net Promoter Score (NPS) tracking, Listen delivers deep insights into customer sentiment, loyalty, and experience. These insights empower businesses to make data-driven improvements and build stronger customer relationships.
Core Components
Customer Satisfaction Index (CSI)
Calculate and track overall satisfaction metrics through standardized scoring models.Feedback Collection Tools
Deploy surveys and comment boxes to collect real-time feedback directly from customers.Net Promoter Score (NPS) Tracking
Monitor customer loyalty and measure likelihood to recommend with automated NPS surveys.Insights & Reporting
Generate visual reports to identify performance trends, spot service gaps, and track progress over time.
Key Benefits
Understand Customer Sentiment: Capture real-time feedback to know how customers truly feel about your service and products.
Strengthen Loyalty: Use CSI and NPS insights to identify promoters, detractors, and improve retention strategies.
Close the Feedback Loop: Turn customer suggestions into actionable improvements that enhance overall experience.
Motivate Participation: Incentivize surveys with points or rewards to boost response rates.
Data-Driven Decisions: Access clear reports and trends to guide service, product, and marketing improvements.
Use Cases
1. Service Feedback Survey
Purpose: To evaluate customer service quality
Suggested Fields:
Overall satisfaction (Rating scale)
Staff professionalism (Dropdown)
Comments or suggestions (Text area)
Likelihood to return (Yes/No)
Reward: 50 points per submission
2. NPS Loyalty Tracker
Purpose: To gauge customer advocacy and loyalty
Suggested Fields:
How likely are you to recommend us to a friend? (0–10 scale)
Reason for your score (Text area)
Reward: Optional (e.g., 30 points for participation)
3. Product Experience Feedback
Purpose: To understand customer satisfaction with recent purchases
Suggested Fields:
Product satisfaction (Rating scale)
Ease of use (Multiple choice)
Improvement suggestions (Text area)
Reward: 100 points per submission
💡 Ready to listen to your customers? Start using the Listen Feature to capture feedback, track satisfaction, and turn insights into action.