VOC Survey Advantage

A lower cost, fast time-to-value solution for mining survey verbatims

Many companies begin to implement a Voice of the Customer program by surveying their customer base. While this approach provides a general understanding of customer satisfaction, analyzing only the scores misses a key understanding of customer issues. How can you better understand structured survey scores – to see the “whys” behind an “overall satisfaction” rating of “7” or a “service friendliness” rating of 3?

Attensity Survey Advantage is a hosted solution designed to help companies, government organizations, and survey partners better understand the "whys" behind the numbers. You'll be up and running quickly for only $5,000 per month -- analyzing unstructured survey responses to better understand customer sentiment, satisfaction, loyalty, and potential product or service issues.

Standard numeric responses and structured survey data only provide a limited amount of information; these responses can display indicators of where current customer satisfaction lies, but do not reveal why the customer feels this way. Customer trends and concerns that were not specifically covered by the survey are left undetected. The truly valuable information is found within the unstructured text -- in a survey’s verbatim responses.

Attensity Survey Advantage delivers the verbatim feedback in customer surveys to Attensity’s award-winning Voice of the Customer application, which uses semantic analysis to mine the unstructured customer responses in customer feedback.

It combines structured information from surveys with unstructured verbatims to get to the root cause of given scores, identify warning signs and "cries for help," and help you take appropriate actions to mitigate issues and ensure customer satisfaction.

Survey Advantage: Take Your First Step in VOC with Attensity: the VOC leader