Factsheet Continuous feedback processes
We offer you a full-service package for establishing your customized, continuous feedback process. In our factsheet you can find out more about our services, the Net Promoter Score® and regular feedback.
Implement automated feedback processes successfully
Would you like to continuously collect feedback from your customers at different touch points? Do you want to efficiently connect data streams for this purpose? Do you want to use a largely automated research environment with integrated alert systems?
Then Rogator is the right partner for you, because we also offer you combined competence in this subject area: Step by step we develop with you the optimal, automated feedback process for your company – from participant selection to the visualization of results via dashboards. You benefit equally from our powerful software and the extensive know-how of our market research experts.
Your benefits from implementing automated feedback processes with Rogator
We have extensive experience and references in the successful implementation of continuous and largely automated feedback processes from customer projects in various industries. Our experts are therefore familiar with a wide variety of process flows and can apply their cross-sector know-how specifically for your project.
When developing and implementing your automated feedback processes, we place the highest value on compliance with data protection. Therefore, there are no interfaces to other service providers and thus no data transfer to third parties. In addition, we avoid cloud-based processes and work exclusively with our certified server landscape, which offers the highest security standards for your data.
At Rogator you get everything from one source: in addition to the technical competence of our market research experts, we also offer you the opportunity to use our proven software products. In addition, you benefit from the distinctive methodical competence of our experienced consultants in every phase of the project. This guarantees not only clean and comprehensible processes, but also valid feedback data.
The project process
The development of your continuous and automated feedback process starts with a kickoff workshop. Both our IT experts and our market research specialists are involved from the first step of the process. In close cooperation with you, we will jointly define the relevant touchpoints for the important feedback along the customer journey.
We then design a specific survey process for you, including all necessary contact persons on both sides. Our experts also plan the optimal connectivity of your technical interfaces, such as the secure and flexible connection of your CRM system without direct data access by Rogator. A connection in this form ideally enables a continuous flow of data after each business event (consultation, quotation, purchase, delivery, complaint, etc.)
The next step is the design of your research design. Our experts will provide you with comprehensive advice regarding the questionnaires used, individual control and timing. If required, we can design an automated invitation management system for you using our software RogMessenger, including blacklists, grace periods and individual survey control according to the respective touchpoint and customer classification.
In the last step we coordinate the data visualization in the form of dashboards with you. You can, for example, obtain longitudinal analyses at specific time intervals or filter the data according to specific target groups. In addition, the development of a suitable alert system promises a particularly high benefit. This is an early warning system based on e-mail, with the help of which less satisfied customers can be immediately addressed and individually advised.
Rogator advises you individually on the following questions regarding the automated feedback processes
Which contents can be queried?
Continuous feedback processes are suitable for a variety of topics where regular measurement promises competitive advantages, such as customer satisfaction and customer loyalty, readiness to recommend (Net Promoter Score), customer feedback for direct collaboration, complaints management, quality assurance and much more.
Is it possible to include secondary data?
Linking survey data with secondary data relevant for evaluation, such as customer type, industry sector or purchased products, is possible and recommended. In this way, the results can be analysed in greater depth and thus offer added value for you. Our experts will be happy to advise you on this.
What are the benefits of an alert system?
The establishment of a results-driven early warning system allows you to detect possible dissatisfaction among your customers in a timely manner and to react immediately. This also distinguishes a continuous system from a normal customer survey, which only takes place every one or two years.
Is the protection of your data guaranteed?
Your data is in good hands with us. A corresponding contractual safeguarding of the order processing is a matter of course for us. We will inform you transparently about the wealth of our protective measures.
Services at a glance
1. Kick-off workshop for process development
2. Project management and hosting
3. Integration of the relevant contacts and functional areas of the company
4. Technical implementation
5. Questionnaire development and programming
6. Soft-launch phase of the participant invitation
7. Full launch and start of automated participant invitation
8. Development and structure of of dashboards
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