Eviexa should be the natural choice for improving customer relations and creating more satisfied and loyal customers.
Our vision is to have the customer in the center, for real! We believe that we can achieve this by making companies proactively work together with customers and coworkers, in the present.
We call it Customer Intelligence.
CSI - Customer Satisfaction Index
CSI gives you a metric of how customers experience your service/services and is generally a very good tool for both management and individual units within the organization, to determine areas for improvement.
Eviexa Eye™ supports multiple channels and can be used for automated phone calls or SMS. The tool can also easily measure customer satisfaction in social media like for example Facebook and Twitter.
You choose what and how many questions that are important to your business. We provide support and guide you in the setup process to create a customized and simple solution.
NPS - Net Promoter ScoreWith Net Promoter Score® you can identify unhappy customers and get a chance to improve. You can also find happy ambassadors and let them do the marketing for you. You even get a chance to listen to the critics about what they think is wrong.
Who are passive, and why? What can be made to make more people satisfied?
This method is based on the "ultimate" question:
"Would you recommend this company's product or service to a friend or a colleague?"
The question is asked through a survey that the customer can answer on a scale of 0 to 10, where 0 means not at all likely and 10 means very likely. Depending on what the customers answer, they are divided into three categories:
0 - 6 = "Critics" or "Detractors"
7 - 8 = "Passives"
9 - 10 = "Ambassadors" or "Promoters"
“Only 10% of unhappy customers complain, the rest silently change to a competitor”NPS® and Net Promoter Score® are registered trademarks of Bain & Company, Inc., Fred Reichheld and Satmetrix Systems, Inc.
Customer EffortEffort is a survey that measures loyalty and gives you an opportunity to understand how much effort your customers believe is required in order to perform a request or buy your product/service. This survey is based on a single question:
"How much effort did you personally have to put forth to (get the issue resolved)?
Delivery and project follow-upWith delivery and project follow-up, it is possible to keep track of the delivery of a performed service/project or delivered product. It is important to have an overview of the "customer corridor". Usually, many different people and stakeholders are involved from beginning to end and this service gives you a receipt of the delivery.
Adherence programWith a customized adherence program, your customers or patients gets an opportunity for an extra service, such as reminders but also ability for them to evaluate their well-being or how they experience a service. By using this service, you get great possibilities to work proactively and focusing on customers' actual needs. It has a big impact on loyalty and satisfaction metrics.
ESI - Employee Satisfaction IndexTo meet customer expectations it is important to actively and continuously work with employee surveys in real time.
Eviexa's ESI feels the pulse of your business and lets you monitor the development, so that you all together can take decisions about the next step. By exposing everyone's opinion you create engagement and a will to work towards common objectives and results.
Based on the survey results you get data to support the creation of action plans with prioritized actions to improve your company's work climate.
Catch The IdeaThis is the whole company's common tool to register ideas to drive the business forward and by doing so exceed customer expectations. The tool is available to everyone and it is possible to monitor the number of ideas and categories over time.
Sickness absenceThis is a fully automated portal showing status for sickness absence in real time. The tool does not only give you a good overview on the current situation, but also historically.
Eviexa Coaching Tool
Coaching is an excellent way of helping managers and coworkers to help streamlining work processes, develop communication and leadership skills or find new career paths.
The coaching tool supports four steps in the process:
- Execution / Documentation
- Follow-up and reporting
- Simplifies and gives excellent support in the coaching process.
- A common place for employees and coaches to set objectives and define individual action plans.
- Enables the execution through simplicity and availability.
- You can upload recordings or other files for evaluation/review.
Eviexa's coaching tool gives you:
- More effective coaching by supporting the execution and administration.
- Increased employee engagement and understanding of their objectives and role.
- Enables continuity with regards to follow-ups and coaching which leads to happier customers and coworkers.
We can also offer other services to simplify coaching, like for example possibilities to record calls and screen to track customer handling.