ResponseTek, a provider of on-demand customer experience management (CEM) software, has announced the Fall 2009 release of its ResponseTek:CEM solution.
Retailers can use the tool to survey customers on their in-store or in-branch experience following a transaction, and new distributed reporting delivers weekly customer service results, scoring and feedback to regional managers, store managers and staff.
"It's very difficult for big retail brands to make sure customer service is consistent across regions, stores and individual employees," said Colin Stein, marketing director for ResponseTek. "Especially in today's economy, retail stores want to engage with customers faster, and share what customers are saying with the people in the stores who can actually deliver on the brand promise to drive front line continuous improvement."
Joining traditional retail feedback tools such as receipt-back survey invitations, comments cards and outbound phone surveys, SMS surveys now allow retailers to quickly and easily survey their customers about the in-store experience after transactions. Survey results are immediately available for reporting and analysis within the online ResponseTek:CEM platform.
ResponseTek:CEM also now delivers standardized customer service scorecards to all levels of the retail organization. These scorecards ensure that all levels of retail management and staff see the results of their customer experience performance on a weekly basis. The scorecards allow users to see how their own personal, store or regional performance measures up against a previous timeframe, and benchmarks them against broader company performance.
