Customer Experience Measurement
Collect ‘voice of the customer’ feedback instantly and obtain a better understanding of customer experiences and sentiment. Real-time feedback empowers companies to react quickly, and capitalize on success, or course correct efficiently.
Toluna provides CEM solutions to some of the industry’s largest, and most well-respected companies focused on customer experience in retail and Quick Service Restaurants (QSR). We work with clients to develop key measures and design a state-of-the-art CEM program that utilizes cutting edge digital data collection through survey, mobile and qualitative technologies. Actionable results are accessed in real-time as clients receive customized dashboards, and/or scorecard reporting.
In-house data collection allows us to pass savings on to you!
- Web and true mobile
- Interactive Voice Response (IVR)
- SMS / Text Message
We are experts!
- We collect over 10 million customer interviews annually
- Over 20 years’ experience in CEM research within a variety of industries
- Our team has an average tenure of 8+ years
Dashboards and Analytics
- In-house programming of visually appealing dashboards, customized to your exact needs, accessible real-time on any device
Toluna Helps You
- Design your program and determine measures
- Collect voice of the customer data
- Design a dashboard to socialize results throughout your organization
- Uncover deeper insights through advanced analytics
- Increase participation among customers by handling sweepstakes/incentives
- Ensure quality with our expert Quality Assurance team
“Toluna has been a critical partner in helping us define and measure what we seek to deliver as an in-store customer experience. We have been especially impressed by their complete/full service delivery of a solution for us in this space.”
Vice President, Customer Experience at CVS/pharmacy (retired)
“We have the best team working on our business! They are smart, talented, responsive and a true partner.”
Director, Customer Insights at CVS/pharmacy