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Top Partnership Insight

Break through program complacency by emphasizing key service behaviors

Specialized training initiatives give teams a fresh perspective of the customer experience

With engaged field teams and strong response rates producing plenty of CX data to act on, this retail client was surprised to see scores flatlining year-over-year. To rejuvenate the CX program and keep the needle moving in the right direction, they asked their SMG team to demonstrate the bottom-line impact of front-line service excellence.
Download this insight to learn how the client:
  • Used transaction-level analysis to reveal more than 1/3 of customers weren't receiving assistance during their visit
  • Demonstrated to the field how providing assistance to every customer impacts key drivers + financial results
  • Developed + rolled out a training initiative around key pillars of service that helped drive OSAT and key driver scores