Multi-Channel Feedback Collection

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

MarketTools CustomerSat 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 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 are intuitive to use and allow users to apply corporate branding. 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 languageto any location around the world. Increase survey response rates using our deep survey expertise, patented web survey design and predictive engagement model.

Social Media Monitoring

Listen, analyze and act 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 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.