Customer satisfaction is self-reported using online surveys, but it often is plagued by selection bias, survey fatigue, a lack of understanding of why the customer acted, and being reactive long after the interaction.
Goals and Objectives
Enable real-time customer satisfaction analysis, and adjust real-time customer engagement based upon satisfaction analysis to meet the customers’ expectations.
AI, big data, customer analytics, customer intelligence platforms, dynamic data collection, predictive models, dynamic digital assent management, and content placement
Use Case Summary
An understanding of the level of customer satisfaction with a product, service, and/or the overall experience provided by a brand is digitally enabled.