OES (Overall Experience Score) is an advanced metric linked to artificial intelligence that rates the overall customer and employee experience on a scale of 0-10. OES analyzes data from each survey question and considers aspects such as satisfaction, referrals, loyalty and ease of interaction. These detailed insights give you a clear picture of where you excel and where you need to improve. With InsightSofa, you can track the evolution of your OES in real-time, optimize services and improve customer experience with AI reports. Interested in learning more about OES Metrics? Read our article: https://insightsofa.com/overall-experience-score-oes/ #CustomerExperience #OES #BusinessGrowth #CustomerSatisfaction #Innovation #CustomerFeedback
Measuring sentiment of comments using AI is key to understanding the true attitudes and opinions of customers. This process allows you to identify not only what customers are saying, but also how they feel about your products or services. Sentiment analysis provides deeper insight into customer emotions, which can be positive, negative, or neutral. In this way, you can identify and solve problems more effectively, improve your products and services, and better understand your customers' needs and wants. Plus, by using this analysis you can create more targeted and effective marketing strategies, leading to better customer engagement and strengthening your brand. Try AI in InsightSofa right now. Get back to us.
The very powerful and popular NPS Monetization reports have received another enhancement. They now show even higher quality and more detailed data on the most valuable customers.
Working well with customers means order. Automatic survey labelling allows you to put surveys into ready-made "boxes" and then work and evaluate them much more clearly. You can label surveys automatically, according to predefined rules.
Measurement of email open rates As an additional help for optimizing surveys, we have added email open rate measurement. Use this feature if you want to see where the weak links in your surveys are - where the most respondents are dropping off. You can then improve accordingly. Possibility to insert variables into other fields Now you can insert dynamic variables (such as name, product, and other items) not only in the body of the email, but also in the subject line, in the survey itself, and other places. Ability to log in as selected users Administrators can now log in as the selected user with a single mouse click. This makes it easier to set up individual user accounts and check that the correct data is visible. Bulk retention case management The ability to bulk manage retention cases has been added. If you want to close (or open, change the status, or delegate) retention cases all at once, you will now find it much easier to do so. Monetization of the NPS We got out of beta testing of NPS Monetization. If you want to drive customer experience not only by the most frequently tagged values, but also by the value of your customers, get in touch for a quote on the Monetization NPS module. Option to show only selected Level 1 / Level 2 questions depending on the respondent's rating You can now select only specific Level 1 and Level 2 questions to be shown to the respondent, depending on whether they are a supporter, passive or critic. Option to upload multiple attachments at once The ability to add multiple attachments at once has been added to the WIKI and Internal Retention modules. What can you look forward to soon? Sophisticated goals module In order to comfortably run your organization according to customer experience, you need to set goals for your employees. In the new Goals module, you will be able to set goals not only for specific employees, but also for departments, product groups, etc. Touchless filling of InsightSofa OneTouch terminals Leave it up to the customers whether they want to leave their feedback directly in the store using our terminals or choose to complete the survey completely contactlessly. QR code surveys on product packaging Especially for manufacturing companies, we have prepared the possibility to add a QR code on the packaging of their products and thus allow people to vote who do not have direct access to the company. Reporting and data display is the same as in our Enterprise module.
New branch in Slovakia We have opened a new branch in Bratislava for all our Slovak customers. Support is now available to Slovak customers in Slovak and overall communication on the Slovak market should be considerably strengthened by this step. Visit us at Záhradnická 72, Bratislava, or call us on +421 915 090 750. WIKI A new version of the WIKI module has been added to InsightSofa. This module is used for knowledge sharing between all InsightSofa users. This module is used for knowledge sharing between all InsightSofa users. You can easily create new sections and add to them any topics you want your users to have at hand at any time. The module can be activated by your account administrator in the user group settings. Opening only specific retention cases In the rules for opening retention cases (dissatisfied customers) it is now possible to set a condition that only cases are opened where the respondent has marked a specific L1 question in the survey. Opening (and especially correctly assigning) retention cases is now even more accurate. Ability to resolve (or delegate) multiple retention cases at once It is now much easier to mass delegate or deal with retention cases. On the retention page, simply mark all the cases you want to change and make the change. Translations for multilingual companies For companies that have user accounts in multiple languages, reading data is now more convenient. In addition to the entire application, all custom fields entered by users can now be translated. Reading data for foreign colleagues is now even easier. Improved data display There has been an improvement in data fitlration across InsightSofa. You can now set the data type field and use this to better filter customer experience results. SWOT report We have created a brand new report called SWOT for customers using monetization. It is a classic SWOT drawn by the customers themselves. This SWOT can be plotted for the whole company, but it will start to gain strength if you start plotting it for individual segments, product groups, responsible persons, regions, etc. Contact us for more information. It's worth it 🙂 + Many other small improvements that make working with InsightSofa more pleasant and faster.
Online polling module – InsightSofa Enterprise New data filtering options The option to filter by ranges has been added to the filters. So you can now look at the customer experience with even more precision than ever before. Switching between graphical and spreadsheet report Now when switching between graphical and speadsheet reports, the filters used are kept (remembered). So you can switch back and forth very comfortably. Update mobile version of the app The mobile app is again a bit clearer and graphically nicer. Displaying the days of the week Fixed a bug where some reports could show the week from Sunday to Saturday. New SWOT report As part of the monetization, we are launching a new customer experience “SWOT” report. The report plots the SWOT of your company (or a segment of your company), directly through the eyes of your customers. The SWOT report is visible to customers who have subscription monetization. Application ROI Calculator InsightSofa A new feature on Insightsofa.com that easily calculates the return on your investment in InsightSofa, based on given parameters. The calculation is based on a UK study by the London School of Economics. + minor modifications and improvements to the application Coming soon… Monetization of the NPS Start beta testing of customer experience according to NPS Monetisation. NPS Monetisation is very briefly about plotting customer experience using creditworthiness and customer value. It helps companies focus on the areas that matter most to the company’s operations. Keyword Analysis Report A report analyzing the occurrence of certain words and sentiment in open comments. Easily find out what the key points your customers are addressing without having to read hundreds or thousands of comments.
Online polling module – InsightSofa Enterprise Customize the display of columns in the answer list You now have the option to choose which columns will be displayed in the answer list. This allows you to tailor the main report to the exact needs of your organization. You can not only choose which columns are displayed, but also their order. Changes can be made for a user group – i.e. for all users in a given user group the option will be applied. L1/L2 report The option to display the L1/L2 report as a numeric table has been added. It is now possible to interactively click through individual values in the table. You will then see a relevant listing of respondents. A new and fast way to view data statistics In Processes/Automated Sending, you can now view summary information about individual mailings. You will find detailed data on how many customers were imported, how many surveys were sent, or how many responded. Defending against spam filters Some email providers check emails before delivery by having robots visit links in the emails. We have implemented a feature that prevents these bots from “spoofing” votes. Added full-text search option in retention It is now possible to do full-text searches in all retention cases. Exporting answers for InsightSofa Enterprise module The quota for exporting completed surveys to Excel has been increased. From the original 5 000 to 50 000 surveys in one file. Respondent card optimization The respondent card has been optimized and now loads much faster. Optimization of reports In some accounts, the order of columns in the reports may have changed after applying the filter. This error has been corrected and the columns appear in the same order in any filter application. Optimizing the site for respondent removal The site has been optimized for respondent removal. Now, even for accounts with large amounts of data, removal is fast. And many minor improvements and bug fixes. Kiosk module – InsightSofa OneTouch Export of answers Now the complete data from the OneTouch module, including the NPS scores, is displayed in the Excel export of the responses. And many minor improvements and bug fixes.
