ExM Tracker
ExM Tracker is a comprehensive, cost-effective platform for continuous, real-time tracking of your day-to-day customer contact performance. Dynamic and automated, ExM Tracker keeps front-line employees focused on what matters most to customers and allows you to fine-tune the standards and procedures used to deliver each customer experience.
How do we do it
ExM Tracker offers unique tools for intelligent, accurate and rich analysis of your customer interactions:
Smart Sampling: Every customer is not equal. They have different values and different response rates. Smart Sampling adjusts automatically and continuously to take into account customer traffic flow at individual locations, predicts response rates based upon past experience and samples accordingly to generate the number of complete responses you need.
Fair Scorecarding: Your managers hate to be compared because they all work in different business conditions. Fair Scorecarding takes these business conditions into account to generate fair comparisons customised to a particular location, manager or any other unit of analysis that manages the customer relationship.
Syn-Text: Text analysis has to go beyond querying for words or word combinations, instead progressing to systematic analysis of text. Syn-Text offers multivariate analysis of words that does not rely on coding individual responses. It actually is conducted on words and word combinations to generate graphical models, tables, graphs and predictions for lifting key metrics.
What you get out of it
Find it, Fix it and Prevent it: The ultimate goal of any transactional survey is to identify trouble spots so you can deal with a problem before it drives your customers away. ExM Tracker has collected tens of millions of customer evaluations which have been used to turn businesses around where it counts: where your front-line employees are interacting with your customers.