Development of an Advanced Customer Experience Feedback and Benchmarking System

The client faces difficulties in efficiently capturing and analyzing customer satisfaction data across multiple touchpoints, leading to limited insights and delayed response times. Existing manual methods are time-consuming and lack customization, impeding the ability to benchmark effectively against market standards or internal goals.

A mid-sized consultancy specializing in customer experience management solutions, seeking to enhance their client offerings through a scalable feedback collection and analytics platform.

• Implement a digital feedback collection platform capable of sending customized surveys via SMS and email.
• Enable bulk upload of contact information through CSV files for targeted outreach.
• Automate scheduling and dispatch of customer satisfaction surveys to improve response rates.
• Integrate collected data into a central analytic system to calculate and report a comprehensive Customer Experience Index (CXM Index).
• Allow benchmarking against internal objectives and market performance to inform strategic decisions.
• Enhance user work efficiency through a streamlined interface and customizable automation features.

• Survey distribution module that supports SMS and email channels with manual upload from CSV files.
• Automated scheduling engine for recurring survey dispatches.
• Contact management system for importing and segmenting customer contact lists.
• Response collection and analysis component for calculating a Customer Experience Index (CXM Index).
• Dashboard with benchmark comparison against predefined objectives and market data.
• Customization options for survey content, timing, and distribution rules.

• Email service providers for automated communication
• SMS gateway services for message dispatch
• Contact data management systems or CRMs
• Market benchmarking datasets or APIs, if applicable

• System scalability to handle increasing survey volumes
• High response and data processing performance (real-time or near-real-time analytics)
• Data security and compliance with relevant privacy regulations
• System availability of 99.9% uptime
• User-friendly interface with minimal response time

The new feedback and benchmarking system is expected to significantly improve the efficiency of customer satisfaction data collection, enabling real-time insights and more accurate CXM Index calculations. Anticipated outcomes include increased response rates, faster decision-making cycles, better benchmarking against market standards, and measurable improvements in overall customer experience, contributing to enhanced business growth and customer loyalty.