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Services
Data Segmentation & Linkage Analysis
While eTouchPoint provides enterprise reporting, configurable alerting, and analytical features that provide insight into the customer experience and ways to improve service operations, some customers want to delve deeper into the data to gain greater insight into key business drivers and customer behaviors. These “deep dives” help clients uncover behavioral, operational, service, and technology issues that are impacting customers’ experience and their loyalty to the brand. [...]
Survey Consulting & Design
The quality of sample data is directly related to the survey approach and principles used to capture feedback. Using our proven methodology, eTouchPoint facilitates design sessions with program stakeholders and a brand’s research SMEs to identify your objectives and specific approaches to collecting feedback. We can typically recommend different strategies for accurately measuring program objectives based on our experience consulting with companies across a variety of industries. The result is a professional survey construct that represents the brand, accurately captures user feedback, and delivers statistically valid results that are actionable by employees and stakeholders. [...]
Benchmarking
eTouchPoint can leverage years of enterprise feedback data to help your brand objectively assess its performance against industry and competitive benchmarks. Through competitive and cross-industry data analysis, eTouchPoint can benchmark your brand’s performance on key performance indicators to competitors within your industry and companies outside your industry with similar attributes. This type of advanced analytics provides feedback on areas where your company excels and others where there is room for improvement relative to industry peers. [...]
Implementation Support & Training
eTouchPoint is committed to helping your company accomplish its goals in developing and managing your enterprise feedback strategy. While every client engagement has its unique needs and challenges, eTouchPoint has developed a comprehensive implementation methodology to ensure that the EFM program is designed to meet stakeholder objectives and our software is configured accurately, quickly, and on-time. [...]
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