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CEM

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.

Client Benefits

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


Testimonials

“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)

CVS-pharmacy

“We have the best team working on our business! They are smart, talented, responsive and a true partner.”
  Director, Customer Insights at CVS/pharmacy

CVS-pharmacy