Whether you have 10 internal clients or 1,000, as researchers we know the importance of collecting consistent and ongoing customer experience data over time and of asking the right questions, in the right way, for the right reasons. Just having the data – no matter how good or how much – doesn’t ensure action; and knowing where you stand now is only half the battle.
Pinpoint Suites’ collection of customer management tools will translate and disseminate the insights and guidance managers need to focus on the improvements that will have the most impact on the bottom line.
Pinpoint Suite delivers on the promise of customer satisfaction programs by giving you the tools to see beyond “where you stand” and the opportunity to focus on where you want to be and the specific actions to get you there. Here are just a few of the Pinpoint Suite features:
Pinpoint Service Recovery Management: Put customer relations in the driver’s seat with real-time “red alerts”
Every service failure is an opportunity to dramatically strengthen a customer relationship – if you are proactive and timely in making it right. Pinpoint Suite includes a complete set of “close the loop” tools to take specific actions to resolve customer issues and improve the business.
Pinpoint Trends: Easily identify sudden shifts and ongoing trends so you can be proactive
Rather than “mining” for insights or reactively responding to queries, Pinpoint Trends quickly isolates and highlights positive/negative trends, and any ‘jumps’ or ‘dives’ in scores at every location and function area of your company.
Pinpoint Priorities: Focus managers on what really matters
Pinpoint Priorities directs managers to specific actions that will have the biggest impact on customer experience and improving the bottom line. The software combines powerful analytical insight with real-time customer feedback to drive focused improvement and boost performance.