Every known customer should receive the power to provide direct feedback to the brands they care about. Unlike anonymous 3rd party tools or mystery shopping programs, Omneo allows this vital feedback to be attached to profiles of your actual shoppers.
Read our guide on satisfaction metrics to find out more about all of the different feedback options are commonly used or read on to find out how they are used in Omneo.
Net Promoter Score - NPS
What is a Net Promoter Score?
The Net Promoter Score is an industry-standard benchmark for loyalty, advocacy and overall brand health. By intermittently asking a broad cross-section of your customers how likely they are to recommend the brand to those they influence, you can measure how the combined brand experience of your customers impacts this high-level metric overtime.
NPS can also be used to benchmark your brand against others in the industry.
How & when to use NPS?
Omneos' NPS question will be sent to customers via a personalised notification via email, SMS or push notifications based on comms preferences. The timing of the notification will be a set number of days (typically 30 days) after their last recorded transaction with the brand. You can also decide how long to wait (usually 12 months) before asking the NPS question again to the same customer.
Depending on the score given, you can also route the customer to a different website destination - such as a review site.
Customers can opt-in or out of providing brand feedback at any time through their comms preferences.
Why employ Omneo NPS?
Unlike running a generic NPS survey at a set time every year, the rolling nature of Omneo NPS allows brands to regularly and consistently sample customer sentiment at a time where the brand is the most relevant to them. Monitor and asses seasonal trends and innovative CX releases to determine their impact on advocacy.
Customer Satisfaction - CSAT
What is Omneo CSAT?
Omneo CSAT is a direct measure of how happy an individual customer is with a specific transaction or interaction. As soon as possible after a customer completes a qualifying action, the CSAT request is sent independently or included within an existing post-action notification such as an eReceipt.
How does CSAT work?
There are four different formats of CSAT measure available, each with their specific use cases.
CSAT 2 - Acceptable/Unacceptable, Satisfied/Unsatisfied
A binary choice that encourages the customer to make a quick and critical assessment with no room for a grey area. There is no room for interpretation in the data, but also no opportunity to see Great within Good
CSAT 3 -Great/Average/Bad
Same as CSAT 2 but with the option of an impartial/average response in the middle, as sometimes the hard choices required of CSAT 2 prevent customers from providing feedback at all if they don’t want to pick one of the extremes.
CSAT 5 - Star Ratings
Allows customers to give a subjective rating that can be rolled up into an average score
CSAT 10 - Score out of 10
Which method you use will depend on your specific goals and CX strategy.
When to use CSAT?
CSAT scores are not only attached to the customer profile, but to the transaction or interaction that triggered it in the first place — allowing brands to create influential CSAT scores and leaderboards for staff, stores, departments, or any other attribute that may be associated with the triggering event.
Why employ CSAT?
Moving from transactional/financial KPIs to CSAT based measures allows store teams to focus on leading indicators of success and income rather than trailing indicators like store sales. CSAT is one of the primary success metrics used by the worlds leading brands.
Take your customer feedback game to the next level with Incentivise.
With the Omneo Element: Incentivise You can use Achievements linked to Rewards, Benefits to gamify and reward the effort of customers providing CSAT or NPS.
With the Omneo Element: Curate, you can extend Omneo’s feedback features to collect additional metrics or information after taking the primary NPS or CSAT score, which is excellent for delving deeper into why a score was given in a quantitive way and provide even more information to drive or measure your CX innovation strategy.
Once a customer has chosen to provide an NPS or SCAT score, Curate allows them to optionally provide written qualitative feedback that can be stored analysed for keywords and sentiment and routed to your customer service platform for potential follow up if required or requested by the customer.
The Omneo Element: Experience combined with Curate, allows customers, or their agents, to like/dislike or list individual products during product discovery via the Omneo Shapes and Clienteling experiences.
More Omneo Curate Features Coming Soon..
Customer Effort Score (CES), Product Ratings, Product Reviews, Insider Status, Pop Quiz, Location Reviews, Social Mentions.