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> Products > Nice Feedback
> Features

• Easy Creation of IVR Surveys ­ Build and implement an after-call survey with the Survey Manager using open - or closed-ended questions, such as Yes / No, 1-10 rating scales, voice message responses, and more.


• Create different surveys for each of the different activities in the contact centre ­ including groups, campaigns, and products.


• The system not only captures the customer’s survey responses, but allows the customer to append a voice message to provide additional information.


• NICE Feedback is integrated with NiceUniverse® Web applications to deliver powerful integrated quality and customer satisfaction reports by site, team, or individual agent.


• Easy drill-down from the reports to the survey results, down to the level of each individual answer.

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Benefits

• Build customer loyalty by quickly identifying service gaps that require immediate corrective action.
• Compare your in-house quality monitoring scores with customer surveys, and obtain a full picture of the customer’s experience with your contact centre.
• Measure first-call resolution effectiveness by asking the most important source - your customer.
• Significantly reduce the cost and time associated with traditional surveys, such as mail or outgoing telephone calls.
• Link the actual call recording associated with the survey to gain additional insights.
• Keep a pulse on customer satisfaction levels throughout the day, week or month by leveraging NICE’s web-based Reporter application.
• Obtain real-time market research from callers to provide valuable business intelligence.