The experiences, ratings and ideas of your customers are collected in real-time on the central online management platform. Feedback from terminals, online ratings or employee surveys are compiled here in a clear form. The data sets transferred are automatically analysed and can be seen on any terminal with Internet access.
The unique feature of SayWay reporting: Every dashboard can be configured to meet individual customer requirements. Our experience and standards in combination with your requirements and ideas are used to create analysis tools that give you a clear and usable picture of your products and services from the customer’s point of view. We place great emphasis on concentration so that you can find all the important information and discrepancies quickly and make the right operative decisions promptly. Customer feedback and KPIs can also be fed into existing, internal company applications or business intelligence (BI) tools via interfaces.
For companies that have several locations or complex branch structures, it is essential that the results are only available to the hierarchical levels affected.
A branch manager does not have to see the results for all other locations. But for a country manager, it can make sense to have an overview of all the results worldwide.
The SayWay reporting roles and rights system makes it possible to determine who receives what. Exactly as the customer dictates.
The SayWay alert system is a powerful tool enabling you to integrate customer feedback into the organisation in real-time.
If a specific, pre-defined keyword (e.g. unfriendly, broken, waiting time etc.) appears in the open text box, the branch manger or a central service point is automatically sent an alert mail. This means that you can respond directly on the spot and continuously optimise service quality on an operative level. The alert system also works with all types of closed question types, of course, and can be configured in line with requirements.
Feedback at the point of experience is a low-threshold way of keeping permanently in touch with the customer on a daily basis. But, as with any survey method, there is always a risk of manipulation. For this reason, SayWay also supplies a plausibility manager, an all-round toolbox that prevents manipulation at the very point data is entered.
SayWay worked hard for over a year to develop an efficient text analysis system. This tool enables an automatic three-stage analysis of text entries
- to eliminate swear words and meaningless entries
- to differentiate between positive and negative entries and
- to categorise text entries automatically
The text analysis system can, of course, be linked to the alert system so that you can respond to certain text entries immediately on the spot.
Not every branch manager is able to log into online reports regularly in order to make individual analyses. The automated PDF reports have been developed for such situations. The customer can choose how often (daily, weekly etc.) he wants a standardised report to be sent to his e-mail address. The design of these reports is flexible. If irregularities are detected, further analyses can be made in the online reporting tool.
For many of our customers it is important to be able to perform complex analyses with the available data. In this case, customers can export raw data as a CSV file directly into the online reporting tool, if they want. This data can then be processed further using standard statistics programmes such as Excel, SPSS or SAS. Access to the raw data export can be restricted via the roles and rights system.
SayWay has standard interfaces which can be used to integrate the data collected by SayWay or pre-calculated KPIs into your existing company dashboard if required. Simply contact our IT department. Once it has been set up, data can be transferred quickly and easily. The results are presented in the usual format in your own management information system or BI tool.
We give your customers the opportunity to tell us about their experience or suggestions when they have made a purchase with a customer loyalty card, in a shop or online or to request contact through your support centre. SayWay enables you to monitor all critical business interfaces with your customers continuously and systematically. Using secure interfaces with your customer/CRM database, we create digital feedback processes and automatically send requests for immediate feedback via e-mail or text message