How to calculate CSAT (Customer Satisfaction Score)?
Customer Satisfaction Score (CSAT) is a key performance indicator (KPI) used to gauge how satisfied customers are with a company’s products, services, or experiences. Understanding how to calculate CSAT can help businesses improve their customer experience and increase loyalty. This guide will walk you through everything you need to know about CSAT, including its calculation, […]
Customer Journey – Everything You Need to Know!
Startup brands are always keen on learning how to attract and retain customers. While there’s no one-size fits model to keep customers happy, understanding your customers in and out can certainly help. This is where the customer journey comes in handy. What is customer journey? A customer journey, also known as the buyer’s journey, is […]
Most wanted – Visual examples of the EVI® surveys
A study by Harvard shows that 95% of purchase decisions are emotional. Further, research by Gallop has identified that 70% of decisions are based on emotional factors, while only 30% relate to rational factors. All of these reinforce the power of emotions and their capacity to override reason. Emotional Value Index (EVI®) was created because […]
Free Survey Templates – Feedbackly
Gathering feedback is a paramount aspect of a better customer journey and a better customer experience. It is only by understanding your clients that you can fix the bottlenecks and perfect your strengths. Without surveys, businesses will have to navigate their customer experience program with a blind eye through assumptions and skewed perspectives. If you […]
What is Emotional Value Index®?
Emotional Value Index (EVI®) is a CX KPI designed to measure emotional experience. It tries to capture customers’ emotional engagement with the brand as they go through different stages of the customer journey. In this regard, emotional experience is customer experience evaluated using emotions.
Two-Way SMS Campaign – What, Why, and When You Need It
Feedbackly helps businesses optimize their customer experience through feedback. We aim to make the process of feedback collection and management easy and effective. Our platform enables users to gather feedback via multiple channels for a wider sample and comprehensive analysis. A two-way SMS is one of the new trendy methods for collecting feedback. It is […]
Why EVI® Is a Big Hit in CX Today
Emotional Value Index (EVI®) is a relatively new KPI to hit the CX industry in recent times. But, it is quickly becoming one of the most popular metrics for its impressive delivery of results, analysis, and performance! EVI® is a KPI designed to track, measure, and analyze the emotional experience. Through EVI® surveys, you can […]
Feedbackly Vs. QuestionPro – Which CX Software Is Better?
Selecting the right CX software for your business is quite a task. With so many options available in the market and different pricing models, you might be confused as to which is better. The question to ask is which platform will go above and beyond to help you create a fabulous experience for your clients. […]
5 Reasons Why Retail Businesses Love Feedbackly
If you are in the retail business, you would have access to a lot of customer feedback as you interact directly with customers. It offers you a treasure trove of data about your customers and their expectations and perceptions of your business. Did you know that you can profit and grow significantly with customer feedback? […]