Client Solutions > Analytics

More Accurate Sentiment

Feedback from the Right Audience
Unique Sampling

Customer Sentiment Accuracy

Obtaining customer feedback to most accurately represent sentiment and commitment to loyalty starts with surveying the right audience. Blasting email surveys alone increasingly risks inaccurate results as your customer’s channel of choice for interaction continues to expand. You also have to manage the peril of survey fatigue and impact of employee influence on feedback.

Decades of Convergys Analytics surveying expertise combined with tools and techniques driving more than 26 million surveys per year contribute to a statistically rigorous resource that ensures your VOC program starts with uniquely representative data. 

Services and Resources

  • Sample Confidence

    Survey selection algorithms and quota management techniques across multiple channels of communication captures feedback with survey fatigue avoidance.

  • Hierarchy Management

    Link customer feedback with agents across multiple queue or agent group assignments.

  • Survey Design

    A best practice library with performance benchmarks provide a foundation for success. Survey design is created by Convergys with content tuned for channel modality.

  • Data Science

    Feedback definitively linked to root cause issues is provided by a Convergys data science team. Analysis is guided by deep statistical expertise with proven results.

  • Fraud Protection

    The threat of agent, manager or employee influence on survey results is real. Convergys provides audit and security to ensure the integrity of survey feedback.

  • Salesforce Integration

    Issuing surveys to the right customers without “over-surveying” is enabled with Salesforce.com integration. Easily assemble targets with activity tracked in Salesforce.com.

Related Resources

See All Resources

Webinar | A Closed-Loop Ecosystem: The Missing Link

Great CX doesn't just happen - everyone has a role in bringing VOC to life. In this recorded webcast, learn how industry leaders are using closed loop strategies to create an accountable CX culture.

Convergys is named a 2017 Top Research Firm by the AMA

You need a full-service partner expert in a wide range of research techniques, and a team of experienced analysts to interpret the findings. Now your search is over.

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