Gather deep & actionable customer insights

Designed and built by customer experience specialists, Feedback & Insights provides maximum reliability and flexibility when it comes to the collection, analysis, and reporting of customer feedback. Our comprehensive analytics provide role-based insights through interactive dashboards and pushed scorecard reports, allowing you continuously to gauge the quality of customer experiences and reduce performance gaps.

Key Features:

> Centralized platform for gathering actionable customer insights
> Measures all enterprise locations and touch points
> Integrates web, mobile, and IVR data collection methods
> Customizable reporting tailored to key roles within your company
> Powerful interactive analytics that enables root cause analysis
> Seamless integration with your POS, CRM, and ERP systems

Multiple Ways To Capture Feedback

Feedback & Insights provides complete flexibility when it comes to collecting customer feedback. Customers are invited to provide feedback using an array of methods, including on-receipt, digital signage, coupon cards, e-mail blasts, social media apps, and QR codes. Using a combination of web, mobile, IVR, kiosk, and social media data collection methods, Leger Metrics ensures that your company is continuously listening to the voices of your customers at critical moments of truth. Data is collected in close proximity to the moment of experience, thus ensuring that the reliability, representativeness, and actionability of the data is of the highest caliber.

Action-Oriented Reporting & Analytics

No two stakeholders are fully alike, so we deliver the ultimate in customizable reporting, allowing you to make improvements to your day-to-day operations and long-term business strategies. We provide a completely actionable view of the customer experience, tailored to the various job roles within your company. Whether you are a senior executive, regional or front-line manager, we deliver relevant customer experience insights in a fully customizable, actionable, and easy-to-understand format.

Flexible and fully customizable reporting suite includes:

> Executive dashboards providing visibility into network-wide metrics
> Operational performance scorecards that accomodate multi-unit reporting
> Store-level reports with inter-departmental, regional & national comparisons
> Visibility into attribute scores for key customer experience drivers
> Benchmarking & peer comparisons across a wide variety of attributes
> Detailed customer segmentation
> Day/week part matrices
> Scores by dimension: breaking down experiential strengths & weaknesses

Feedback Meets Big Data: Enterprise System Integration

Leger Metrics provides powerful data integration capabilities that transform Feedback & Insights into a complete Big Data decision support system. Through push or pull web services, Leger Metrics integrates with your POS systems to bring added insight and fresh perspectives to your core customer experience data.

This real-time synchronization can help unearth feedback that ties right back into critical moments of truth for your customers. Suddenly, you're not just dealing with an anonymous piece of feedback; instead, you're reacting directly to the comments and concerns of a real person and you can immediately see what's at stake in terms of customer value.