MarketTools Blog

Today we announced the latest major release of MarketTools CustomerSat, packed with exciting new features that make it easier than ever to collect feedback from customers across all touchpoints, analyze the Voice of the Customer to understand key drivers of satisfaction, and take action to close the loop.

Here’s a summary of new features in MarketTools CustomerSat that make the enterprise feedback management (EFM) process easier:

New Zoomerang Option for Survey Authoring:
MarketTools CustomerSat customers can now use Zoomerang Online Surveys & Polls to collect customer feedback, and import the survey results directly into CustomerSat for advanced analysis, reporting, and action management. This is a great way to extend survey programming across the enterprise and pull in Zoomerang surveys already being deployed in other departments for centralized analysis and reporting.

Expanded Ability to Share Voice of the Customer Data:
Sometimes you just don’t want to log-in to yet another web site to look at reports. We understand! We’re now giving administrators the ability to automatically publish PDF versions of role-based dashboards to users via email, making it easier to encourage discussion of your Voice of the Customer program internally!

Enhanced Adaptive Role-Based Reporting Charts:
A picture speaks a thousand words – and we’ve created some compelling new visuals to help you get the gist of your Voice of the Customer story at a glance: 

• New Key Metrics Scorecard: color-coded heat maps provide visual report cards of performance against company goals to help decision-makers focus on key areas for improvement.
• New Historical Benchmarking: quickly compare performance metrics across departments, divisions, geographies, product lines, etc., against historical benchmark data to understand performance trends across teams and identify areas that require more focus.
• New Stacked Bar Chart: easily compare performance against key metrics and evaluate survey results across segments with new color-coded stacked bar charts.
• Enhanced Key Trends and Comparative Statistics Reports: view performance over time across a greater range of question types to identity trends over time and compare key metrics across segments.

New Action Management Email Templates:
Another time-saving measure – we’re now providing email templates for action management so you can send follow-up emails about cases faster and more consistently.  

This is just the latest in a series of ongoing MarketTools CustomerSat releases designed to make it easier for you to understand your customers and continue to build satisfaction and loyalty.  Read the announcement to learn more about CustomerSat's new features.