Multi-Channel Customer Feedback Collection

Listen to customers, employees and partners using the broadest range of feedback channels

MarketTools CustomerSat enterprise feedback management software supports a broad range of survey data collection methods, including email invitations, website surveys (including our patented Pop-Up on Exit^TM design), in-store receipt to web, phone, IVR, CATI, paper, and data import. In addition, we collect customer feedback data from social media channels including over 100 million blogs, Twitter, Facebook, forums and private communities.

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Survey Authoring and Deployment

MarketTools CustomerSat comes with powerful survey authoring capabilities that that employ advanced touch rules, detailed skip logic and unlimited capabilities for integrating demographic data for advanced survey personalization. Surveys can be deployed in any language, and our email delivery systems have been specially tuned so emails are trusted by leading spam filters, ensuring the highest possible delivery rates. Customize your surveys to match your branding and deploy in any language, to any location around the world. Increase survey response rates using our deep survey expertise, patented web survey design and predictive engagement model.

MarketTools CustomerSat also gives you a choice of survey authoring tools by integrating with Zoomerang®, MarketTools’ popular online survey solution. Extend your survey program with easy ad-hoc surveys using Zoomerang Online Surveys & Polls, then import the Zoomerang survey results directly into MarketTools CustomerSat for advanced analysis, reporting, and action management.

Social Media Monitoring

Capture actionable data from your Voice of the Customer (VOC) program by listening, analyzing and acting on unsolicited feedback collected from the social web and compare data from social media and surveys for a true 360-degree view of customer feedback. Identify key issues, trends, and influencers so you can easily understand where to focus your follow-up efforts to shape the conversation. Measure volume, sentiment, and share of voice vs. the competition. Assign posts and take action to respond in real-time to engage supporters and mitigate detractors.

Communities

Tap into another valuable source of customer feedback through private online communities that serve as a virtual focus group with thousands of participants. Through interactive forum discussions, blogs and comments, you can capture and analyze a rich stream of feedback that provides insight into what matters most to customers. Further test the ideas from your community with customer survey questions to validate concepts among your broader customer base.  

Voice Recordings

Listen to call recordings to drill down on specific voice survey responses or detailed contact center calls. Gain valuable open-ended feedback that can be compared with social media or survey results for more in-depth analysis.