Customers

It's talking about NPS every day, SoluCX is helping us a lot! Because we have a dashboard and that makes it super easy with store managers. They watch NPS in real time. We are able to monitor this every day and they can immediately do something with that information.

We were looking for a tool that would meet our need to consolidate the results, but that would also , enable us to perform Drill Down by healthcare operators and hospitals in the different journeys of each patient. SoluCX gave us full support during the integration, which was very fast, even involving 14 different brands and their management systems

With the SoluCX tool, we improved our customer understanding, especially detractors and thus understand why he is giving that grade. This was something that changed the company's behavior in relation to NPS.

With the SoluCX tool, we have already started to see customer comments and what they say. Today, each store manager, makes an action plan to improve the NPS, started as a project and became a company indicator.

The action is active, the customer does not need to go to the site, fill a form and deposit it in a box; Also, many customers wanted the opportunity to register compliments, but due to the urgency for other tasks they did not. Now, they receive the survey and have the autonomy to answer it when they think it is convenient, with more time to analyze the service received and expose their comments. In addition to the NPS methodology, the Like and Dislike option allows a deeper analysis.

We adopted SoluCX because we needed to listen to the customer and measure the satisfaction of the services, the answers went beyond our expectations, through the dashboard we can follow surveys and filter in various formats, by technician, grade, type of service order. It brought a healthy competition for all technicians, where we can rank them by type of service and work order, I advise everyone to use this tool.