SmartTracking
Best-in-class approach to Voice of the Customer programmes
SmartTracking is simply our best-in-class approach to Voice of the Customer programmes and transactional customer performance tracking. We combine our extensive market research experience with the most appropriate technology solution to make your customer centric programmes lead to better decisions and faster interventions throughout the organization.
Superior metrics and research design
We see the whole research process through the eyes of the customer and the user. Informed by our True Customer View thinking, we leverage the smartest study design practices to minimize respondent burden and maximize the cost effectiveness of your programmes. We challenge the 'one-size-fits-all' approach to focus your resources where they matter most. Innovative questionnaire design, sampling and weighting methods combined with customer driver analysis techniques ensure you make the right performance comparisons to guide investment decisions.
The RIGHT monitoring platform
DTrue customer-centricity takes 360 degree engagement at all levels in the organisation. Synovate SmartTracking offers several options for measuring and monitoring Voice of the Customer programmes that provide instant feedback, real-time reporting, multi-language support and more to empower employees and managers. From comprehensive, fully integrated Enterprise Feedback Management (EFM) to single channel touch point feedback monitoring platforms, we work closely with you to find the most appropriate solution to meet your current budget, vision and organisational needs.
ViewsCast
ViewsCast is a highly cost effective touch point measurement and monitoring solution that excels in multi-mode data collection and has been particularly successful in the contact centre environment. Typically suited for smaller and medium-sized client requirements and single touch point environments, ViewsCast is a versatile solution that uses Interactive Voice Response (IVR), online and mobile technologies to capture customer feedback for a variety of applications. ViewsCast is a proven capability geared towards operational management with an excellent track record that has been used around the world for over a decade.
Contact us to learn more or visit the ViewsCast website.
Synovate & ResponseTek
Synovate has teamed with market leading software platform provider ResponseTek to harness technological advances with superior insights. For the most demanding programme needs, we provide clients with unparalleled access to the Voice of the Customer configured precisely to the needs of myriad users at different levels in your organization, each with different roles and responsibilities to take action. This combination of SmartTracking approaches deployed through the most comprehensive enterprise feedback system is the gold-standard for Voice of the Customer programmes. It integrates fully with client workflow and customer at risk alerting and recovery processes and is designed to incorporate multiple customer surveys, verbatim comment analysis, social media feeds and other operating metrics into one integrated, highly automated reporting environment – a one-stop 360° view of all customer feedback.
Contact us to learn more.