Improving customer satisfaction in commerce and retail

The retail and e-commerce sectors have been familiar with the Voice of the Customer for many years. Satisfaction questionnaires, initially in paper format, have gradually given way to online surveys.

The major retailers now have their own e-commerce platforms where online reviews are now an essential part of product evaluation and influence consumer buying behaviour.

Commerce / Retail sector (Illustration)

Our Voice of the Customer automatic analysis solutions help retailers and e-commerce brands to exploit these customer reviews. They enable brands to have a better knowledge and understanding of consumer behaviour and patterns.

Thanks to the Loyalty Impact Score (L.I.S.), you can also detect weak signals such as legal risks or more discrete consumer trends.

Our comments section analysis allows you to control the conformity of customer data stored in your CRM databases.

Companies we support in the retail and e-commerce sector

Are you specialised in retail or e-commerce? Would you like to exploit the full value of your customer and employee feedback?