CX Impact - choose your level
Insight – Action – Retention
No matter where you are in your journey, we have the solution for you to get more and more satisfied customers.
Start
Create insight by listening. Quickly get started with surveys to understand what your customers think, and follow changes.
Premium
Act on the insights you have created by getting all the tools you need to understand where and what actions you need to take.
Enterprise
Understand and optimize your processes in depth with advanced tools and analyses, as well as far-reaching support for all parts of the organization.
Function
Start
Premium
Enterprise
Survey
Suitable for
Single users
Team of users
Multiple teams of users
NPS® (Net Promoter Score)
NPS is a well-established metric that is used successfully in both B2B and B2C, but it is particularly powerful in B2B due to its focus on loyalty and long-term relationships.
- What it measures: NPS measures a customer's overall loyalty and willingness to recommend a company to others.
- Customers answer the question “How likely are you to recommend us to a friend or colleague?” on a scale of 0-10.
Strengths
- Often measured as a predictor of growth and long-term loyalty.
- Easy to implement and well-known, making it easy to benchmark between companies and industries.
CSAT (Customer Satisfaction)
CSAT is a more direct KPI and is suitable for both B2B and B2C, but is particularly useful in B2C where it can quickly measure a specific event.
- What it measures: CSAT measures how satisfied a customer is with a specific interaction, product, or service.
- How it works: Customers rate their satisfaction on a scale (usually 1-5 or 1-7).
Strengths
- Quick and easy to complete after a specific purchase or service.
- Great for getting direct feedback on specific experiences.
CES (Customer Effort Score)
CES is suitable for both B2B and B2C, but can have the greatest impact in B2B, where a simplified process can reduce friction in complex business transactions.
- What it measures: CES measures how easy or difficult it was for the customer to interact with the company or solve a problem.
- How it works: Customers rate how much effort they needed to put in to solve a question on a scale from “very easy” to “very difficult.”
Strengths
- Research shows that companies that make it easy for customers to solve problems tend to have more loyal customers.
- Good for measuring the effectiveness of customer service and processes.
Survey via e-mail
Own questions
Language in survey (up to)
1
2
5
Platform
Analysis of the customer journey
Quickly gather detailed information about the customer's experience across different parts of the customer journey. With just 1 question, you can find out what matters most to customers.
Dashboard
Easy-to-use page for an overview of your results and overall analysis. In CX Impact these are role and user based. This means high relevance and that the right data is displayed to the user.
Export via Excel
Export via Webhooks
Close the loop
CX Impact
Contact customers directly from the system to develop and improve customer relationships based on what the customer answered. Also contains history on a personal level for the individual customer.
What does Close the loop mean?
“Close the loop” in CX and NPS® refers to following up with customers after they have given their feedback, especially those who have indicated that they are dissatisfied or neutral (that is, “detractors” or “passives”). It's about showing that their opinions are taken seriously and that the company is acting on their feedback to improve their experience.
How does it happen?
- Collect feedback: Customers provide their answers to the NPS question (e.g., “How likely are you to recommend us?”).
- Act quickly: For “detractors” (those who give low ratings) or “passives” (those who are neutral), the company contacts them to understand their problems or frustrations in more detail.
- Solve the problems: After gaining deeper insights from the customer, the company works to solve their problems or improve their experience.
- Communicate solutions: The company provides feedback to the customer and informs about actions taken, which can help restore customer trust and loyalty.
Why is it important?
- Builds customer loyalty: Customers who see that their feedback leads to tangible improvements are more likely to become loyal and make recommendations.
- Prevents churn: By quickly addressing issues, companies can prevent customers from leaving.
- Continuous improvement: It enables companies to identify and fix recurring problems or bottlenecks in the customer experience.
"Closing the loop" makes NPS® more than just a number – it becomes a tool for real change and improvement of the customer experience.
Feedback portal
The feedback portal is an easy-to-use page for overview of results and overall analysis.
Workflows
Facilitate your CX work with workflow, in connection with the follow-up of incoming feedback. This helps you follow up on the current status in the closing the loop functionality. It is also possible to see the number of cases per user and the status.
All customer data
With all customer data, you get access to in-depth insights about your customers' relationship with you, find out which customer said what and when. This greatly facilitates your work with CX and happier customers by being able to act on insights.
Data/Integrations
Integration
To get a good result, your focus should be on listening to the customer and acting on the insights. With Quicksearch, you can effortlessly integrate your systems, which means you don't have to update data manually in your work with CX.
Integration is often perceived as complicated and is a word that can cause discomfort. This is something we have embraced and made integrations an expertise. The result is reflected in the clear connection we see between businesses with integration, and their ability to succeed.
2fa - two-factor authentication
Password policies
SSO
Own domain
Send out surveys with your own domain as the sender to communicate your own brand. We have support for all technologies that make the email reach the recipient.
Support
On-line
Phone
Customer success h/quarter
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