A research program that gathers feedback from your customers at key points in their journey and works to improve your digital performance.
How it can work for you
We use live feedback to identify key issues and find opportunities for growth within your existing customer communications.
Using owned channels
Your existing channels are used to gather feedback on the website within service flows, and through email and chat bots during service completion.
Track XM leverages the widely adopted Net Promoter Score to measure micro journeys, including website flows and CRM communications.
Designed to work
Small research that's always-on, rather than large projects done sporadically.
The resulting data and customer insights provide benchmarks and stimulation for constant improvement through user-centred feedback.
The widely accepted Net Promoter Score is used to rank the experience impact to the customer. It uncovers a deeper understanding of how an experience is perceived by customers so the program can be optimised and contually improvedy.
Real-time feedback is gathered from customers during the moments they’re experiecing the pain points, allowing for an accurate and honest evaulation.