Enterprise Feedback Management System - Spectos
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Enterprise Feedback Management

Simplify feedback and improve the customer experience!

Enterprise Feedback Management revolutionizes your feedback process by centralizing external and internal feedback in a single platform. Unlock the full potential of customer data, streamline operations, and gain real-time insights to improve business performance. Stay ahead of the curve with trusted voice of the customer and make sense of information across multiple media. Perfect for large organizations, EFM's data analysis capabilities enable cross-company comparisons and overall performance assessments. Take advantage of the flexibility and scalability of the Spectos Enterprise Feedback Management System, which gives busy managers and CEOs on-the-go everything they need. Experience the efficiency of our Enterprise Feedback Management approach based on Six Sigma principles: DEFINE - MEASURE - ANALYZE - IMPROVE - CONTROL. Join us now and transform your customer experience!

Contact our Experts Download EFM Whitepaper [PDF]

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DEFINE

Define relevant performance indicators for your organization

Different businesses and industries define success in different ways. To objectively and reliably measure business performance, it's essential to create your own definition of success and to find an Enterprise Feedback Management System capable of integrating that definition.

Khách hàng hài lòng khi sử dụng dịch vụ

Ask yourself what issues are most important to you and your business. Overall customer satisfaction? The quality of the customer experience in your physical stores? The customer journey on your website and/or online store? Employee satisfaction? The relationship between contractors or franchisees and your corporate office? Once you’ve developed your own definition of success, you’ll automatically discover which processes, projects, and touchpoints you need to measure. Together, these factors represent the “voice of the customer”-the most important measure of success there is! Get the best results by focusing your efforts on measuring the metrics that matter most to your business.

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MEASURE

Measure your KPIs by collecting feedback across all channels

Companies with even a passing familiarity with the feedback collection process know how difficult it can be to contact customers, employees, and partners and convince them to take the time to complete a satisfaction survey.

An EFM system supports the smooth transition from a push to a low-maintenance pull method, making feedback collection an integral part of daily business operations by providing participants with a convenient way to provide valuable feedback whenever and wherever they choose. This new and innovative approach enables companies to capture more feedback than ever before by incorporating key touchpoints across the organization into the improvement strategy, including websites, social networks, email addresses, hotlines, and even in-store representatives. To achieve a higher response rate, implementing a direct, immediate and on-the-spot survey method at each touchpoint is critical for immediate and continuous feedback collection. Keep it smart and simple – create short, straightforward satisfaction surveys that customers will want to complete.

Mobile Satisfaction Survey
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ANALYZE

Track results and trends over time and compare to archived data

Data collected with an enterprise feedback management system can be used to draw actionable conclusions and extract knowledgeable insights from each touch point, enabling targeted improvements for even better service quality and business performance across the organization. Automated analysis capabilities evaluate and present data in real time according to user-defined key performance indicators for immediate improvement.

Customer Experience Management on Tablet

Scorecards are created for each individual touchpoint or location and displayed on the intuitive Spectos cockpits and dashboards, along with satisfaction charts and trend analyses. The live analysis of the data makes gray areas transparent and allows you to take immediate action. Involve responsible employees and departments in the improvement process to achieve the best results. EFM systems provide the highest level of availability and allow for invitation and role assignment for improved collaboration. Effective Enterprise Feedback Management includes making data, analysis and reports available to everyone in the organization.

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IMPROVE

Improve performance by simplifying daily operations and processes

By making daily data accessible to everyone in your organization, the EFM system serves as a critical platform for improvement. Employees can immediately see how well they are performing based on customer comments and feedback. Collaboration tools built into EFM systems are also useful for internal communication, allowing you to assign to-dos directly to the appropriate people or departments. The internal ticketing system helps you take the customer experience to the next level and is another great source of analysis for continuous improvement.

However, the results of an EFM system are only as beneficial as the actions taken to improve the organization’s performance. Increases in total profit and repeat customers are achieved by delivering a better customer experience, which results from higher employee motivation and improved collaboration with partners and suppliers. Collaboration on results is the key to continuous improvement.

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CONTROL

Systematically monitor performance with live alerts to quickly identify escalating situations

A major benefit of the EFM system is its ability to continuously monitor and manage data. Once custom indicators are set, the EFM acts as an automatic alarm system for the entire organization.

Enterprise Feedback Management on Tablet

If certain indicators fall below a defined threshold, the ticket service that is integrated in the system automatically sends an alert to the right people, enabling them to resolve the problem as quickly as possible and giving you more control over your organization’s performance.
Better control for better results.

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Case Studies

Take a look at our customer case studies to see how flexible the Spectos Enterprise Feedback Management System can be

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    AMEOS Group

    This well-known healthcare provider uses the Enterprise Feedback System to continuously monitor patient and employee satisfaction.

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    Domino's Pizza Vietnam

    Happy with the delivery? The famous pizza chain uses the Enterprise Feedback System in Vietnam to optimize its customer service.

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    Vietjet Air

    For an even more comfortable travel experience with Vietjet Air, the airline continuously records the customer experience of its passengers.

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    Audi Zentrum Ingolstadt

    Audi Zentrum Ingolstadt is guided by the customer experience of its customers in order to continuously optimize its services.

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    DVB

    Problems at individual stops? With the Spectos Enterprise Feedback System, the mobility company learns immediately from its passengers' feedback.

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    More Case Studies

    Visit the customer testimonials for more insightful case studies about our solutions.

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