Customers, whether satisfied or the contrary, will rarely make their sentiments known. This is the great paradox of customer relationships. Customers have never had as many outlets to express themselves through as they do today-and, yet, they often remain silent. Why is that ?
“96% of dissatisfied customers do not express their sentiments directly to the company.”
Our mission : give consumers an easier way to express themselves so that feedback becomes automatic. To pull this off, we've created solutions that enable companies to collect and process their customers' feedback on one platform.
Our solutions are a reflection of our customer convictions, all of which stem from the core conviction that every customer should be able to express their thoughts about a product or a service when they want to and with ease. To this end, we have created the Critizr.com website, to collect opinions and cover active points of sale. Our website has helped us to build up this unique expertise in collecting and processing customer feedback, reflected throughout the entire "Critizr for Business" solution.
Listening to your customers is a continuous, multi-channel process.
To provide their feedback, customers need to feel reassured by and have trust in you.
The feedback data collected should be of use to the entire company.
Customer satisfaction isn't enough. You need to aim for customer engagement.
Today, customers should be able to express themselves whenever they may feel inclined, at any point during their customer experience. By combining spontaneous and solicited feedback, you will increase the value of your sample size by capturing the full range of your customers' experience.
Collect evaluations (NPS, CSAT, testimonials, etc.) to better understand your customers thanks to the two approaches of push (solicited) and pull (spontaneous).
Processing customer feedback is a crucial aspect of the listening operation, and requires a flexible strategy. Whether that be through customer service or designated team members (stores, sales, etc.), you can process word-for-word feedback in order to react quickly and in a personnalized manner. Critizr for Business simplifies the process by acting as a central hub for your customers' feedback.
Regardless of the interaction channel, all feedback is centralized within a single interface.
Critizr provides you with real-time measurements of customer satisfaction down to the very last detail. By customizing questioning paths, you can create an efficient barometer based on indicators such as NPS or CSAT. Share information with your whole organization to involve everyone in a highly efficient, customer-centric approach.
Are we really able to target specific customers without knowing how satisfied they are ? We now know just how important customer satisfaction is. And yet, still, it remains an under-utilized element for marketing purposes. With Critizr for Business, cement customer feedbacks at the core of your strategy and thus improve the results of your marketing campaigns.