Turn insights into action
Collect customer feedback at every customer touch-point to improve customer experience.
Find out what’s important to your customers, and use insights to improve satisfaction. Gain a competitive advantage by delivering customer experience excellence and encouraging loyal customers to spread the word.
How customer feedback can help you
Measure the entire customer journey
Get a single view of your Voice of Customer metrics. See the results from your feedback kiosks, online surveys and in-app surveys in one analytics system.
Increase revenue and retention
Provide a great experience first time, every time, to keep high satisfaction scores and reduce costs associated with handling complaints.
Speed up replies to customer inquiries
Real-time feedback and instant alerts make it easy for employees to respond to customers and resolve issues quickly.
Compare locations
Use the knowledge and expertise from the teams who are exceeding customer expectations to help improve those with lower satisfaction scores.
Identify common complaints
Low scores could correlate with new staff, identify training needs, maintenance issues or the requirement for new products or services, or highlight the need for changes in operational processes.
Inform investment decisions
Use data to make strategic decisions about where to invest to maximize the impact on customers. The insights you get from customer feedback should make it easy to identify opportunities for improvement.
Customer experience recovery
Take advantage of instant alerts and real-time reports to notify you of any issues to help you respond to customers faster.
Act quickly to limit the number of bad reviews you receive and improve customer retention. A massive 91% of customers will do business with you again if their complaint is resolved quickly and satisfactorily.
Track resolution time and costs by team, time of year or by event, and see how well your team handle inquiries to help you make further improvements.
Make CX a focus for the entire company
Customer experience might be the responsibility of the CX team but everyone in the company can affect customer satisfaction. Customer facing roles make the most impact, but decisions made by operations, product, marketing and even finance can influence customers.
Use data to demonstrate how the actions of each team can make a difference to customer satisfaction, retention and loyalty.
Mia Manson-Bishop
Member Experience Director
David Lloyd Leisure
“Avius have enabled us to significantly enhance our customer excellence culture, putting our members at the heart of the company. The service and support from the Avius team is second to none, their knowledge and expertise are excellent.”
Charles Pettis
Director of Customer Experience
Hartsfield-Jackson Atlanta International Airport
“Our partnership with Avius has been outstanding. It gives us valuable insight into the passenger journey across our airport, helping us understand where we’re doing well and where we can improve to deliver a better travel experience.”
Wayne Burton
Global Director of Guest & Operations Performance
Merlin Entertainments
“Our long-standing partnership with Avius has been instrumental in understanding the ‘voice of the Merlin guest’ in order for us to create memorable experiences in our attractions around the world.”
