Elevate the quality of your feedback and listening across the customer journey. Unlock insights by blending technology, design and behavioral science principles into design-driven experience-led surveys, feedback and reports with IFS Customerville.
Increase response rates and reduce survey fatigue
Drive engaging, branded interactions from survey invitation to survey completion. Provide a rich experience through highly visual, story-driven surveys with conversational context to make questions more personalized, appealing and easier to complete.
Experience fast, flexible survey creation
Get access to a wide variety of UX models, templates and tools to help create the best surveys and invitations possible faster. Reinforce your brand by weaving brand stories in with survey questions. Get feedback faster to improve your services quickly.
Uncover deep insights at critical touchpoints
Improve the quality of your feedback data. Demonstrate high-quality listening and authenticity at key moments. Use flexible paths and design elements to change the course of a survey in real time based on customer comments or visually reacting to answers.
Since launching the program we’ve received over 70,000 pieces of feedback from our members. We didn’t get anything close to that before.
Bailey VOC Program Director
Premera Blue Cross
Make reporting of feedback engaging and actionable
Enable rapid response from frontline teams to improve CX. Choose the data to surface and distribute through alerts, drillable dashboards and automatically curated emails: curate social content, statistics, text and photo analytics.
Reporting and Alert
Get analytical reporting based on your voice of the customer survey feedback quickly. Take advantage of built-in text analytics and sentiment scoring. Analyze, filter and segment data in one place.
Package and present customer data in attractive ways to win broader employee engagement and action with Live Dashboard.™ The dashboards provide a real-time visual understanding of which areas are wowing your customers, and where there are opportunities to improve your products, services and operations. The dashboards are easy to use and comes with standard reports and tools to leverage statistics, stories and photos. Users can go from high-level understanding to detailed analytics. See statistics, red flags and customer comments. Give each front-line employee or team manager their own Live Dashboard so each person sees the information that they need to see. Our dashboards provide important customer experience management data to analytical users, from regional or business unit performance to performance data for individual employee level. All results can be rolled up into high-level corporate views. Users can sort and filter across reports using a broad range of filters.
We’ve reinvented information sharing and email-based reporting, evolving it from simply delivering data to curating personalized content. Automatically select, curate and publish feedback results with ease through E-publications™. Get beautifully designed information that captures attention. Automatically email reports that summarize results into crisp, clear reports straight to key managers’ inboxes.
Surveys sense sub-par experiences or service failures. As well as reacting in real -time in the survey with a different tone, Customerville sends red flag alerts in real time to managers so that action can be taken to improve your service and avoid churn. You can record any actions taken, the quantity of time invested or other measurables.
Allow citizen users to rapidly extend core surveys or create new standalone surveys. Integrate supporting artwork, styling, storytelling approaches, responsive behavior and reporting through Survey Studio. Create a rich look and feel and art that responds dynamically to support a survey’s path. Survey Studio automatically renders purpose-built surveys for desktop, mobile and tablet. Get an optimized mobile experience designed to take full advantage of a device. Make sure that even through the survey process you are delivering a better moment of service.
Take the VOC survey management burden off your teams so they get on with other activities. You can harness our expertise to guide you through your customer experience management program. We will work with you to scope the outcomes, provide best practices, and provide visual design expertise.
Gather customer experience data at critical points on the customer journey to perfect your moments of service
Customerville will let you gather “voice of the customer survey” data at the moment of service.
Sky’s survey helps their employees to build a sense of community connection with their subscriber base. They use the feedback to focus on the changes which are most important.
Premera Blue Cross
Premera Blue Cross integrated IFS Customerville with a host of data systems to provide a rich feedback experience that follows members through customer journeys that can last for years.