NetBase—a global provider in enterprise social analytics—has launched an all-inclusive, cross-channel, customer experience analytics solution that merges Voice of the Customer (VoC) with social analytics. The unique solution gives companies empirical business insights sourced from customer feedback. The VoC solution provides standardized analysis that includes automated sentiment, top conversation markings, passion scoring, drivers with low and high ratings, and geo location.
“CMOs and brands are increasingly competing on the customer experience, and broad customer experience analytics can be used to inform and improve every aspect of a business,” said Paige Leidig, CMO of NetBase. “For too long brands have kept the data siloed due to the cost and complexity of implementing a solution. NetBase has eliminated this concern and delivers a solution that adds social listening insight to surface what surveys miss, to confirm the priority and magnitude of feedback, and to add competitive intelligence.”
This new VoC is an extended version of NetBase’s social listening and analytics capabilities, which influences their Natural Language Processing with unstructured text enhanced with hard data metrics and end-user tools for business analysis and reporting. It provides a single platform integrated to analyze customer feedback from multiple data sources like social networks, reviews and ratings, online communities, digital media, and internal systems.
“NetBase’s Voice of the Customer module has helped us better understand our guests’ experience at each individual location,” said Ryan Heck, Senior Manager of Marketing & Analytics for Texas Roadhouse. “The tool’s ability to analyze large amounts of guest feedback and present it in easy-to-understand dashboards has helped us identify strengths and opportunities at both the local and brand level.”
The tool supports existing customer care, engagement, and feedback processes, but VoC is not a replacement for the existing systems. Rather, its key benefits are simple integration, comprehensive insight, improved responsiveness, and quantifiable customer impact.