Customer Experience

Improving the customer experience positively impacts bottom line.

Resolution Insights is an expert in measuring complex customer journeys with analysis including:

Net Promoter Score (NPS)
Customer Satisfaction
Customer Effort Score (CES)
Driver Analysis
Linking to Operational Data
Text & Sentiment Analysis

Measurement

Track key experience metrics over time to determine if your company is delivering on the promise made to customers. Understand what is driving scores, and incorporate operational data where possible to help contextualize learnings.

Interpretation

The interpretation of metrics, drivers, and causes is critical to understanding the experience adjustments needed. Then internal teams need to to be bought in. Journey or Empathy Mapping and hosting workshops with operational leaders will help refine actions taken to be most effective.

Design

We have extensive experience in customer and employee experience survey design. Surveys are designed to be most effective for the company and enjoyable for customers. Beyond surveys, we can help with dashboard designs, Journey Mapping, and CX workshops.

Let's Connect

I'm always looking for new and exciting ways to help organizations.