Customer Satisfaction

INCREASED CUSTOMER SATISFACTION

Tool to increase customer satisfaction

Increase customer satisfaction and work smarter with quality assurance! With our tool, you and your team get complete support to enhance the quality of your customer service, both internally and for your customers.

Our tool offers unique features that help you identify your strengths and areas for improvement. With a focus on user-friendliness and engagement, you gain valuable insights with just a few clicks.

Our in-house developers continuously enhance the features to meet both market demands and customer needs.

The service is web-based, allowing you to work with quality assurance anytime, anywhere.

Customer Satisfaction with AI

Understand your customers better with sentiment analysis and predictive customer satisfaction

Access-Controlled

Visualizes insights relevant to the entire company

Continuous Development

We continuously improve our tool, and updates are included in the service

Increased Customer Satisfaction

Identify areas for improvement and act on insights

CUSTOMER SATISFACTION WITH AI

Understand your customers better with AI

With our advanced tools, such as sentiment analysis and predictive model for customer satisfaction, you gain deeper insights and a greater understanding of your customers, regardless of low response rates.

Sentimentanalysis

Sentiment analysis is a powerful tool that can help you gain a deeper understanding of your customers. By leveraging advanced algorithms and natural language processing, sentiment analysis can quickly and efficiently analyze vast amounts of data. This provides insights into what your customers are more or less satisfied with, helping you improve your products and services. Additionally, sentiment analysis allows you to identify and address potential issues or dissatisfaction in a timely manner.

One of the biggest advantages of sentiment analysis is that it provides a 100% response rate. Another key benefit is its ability to track customer satisfaction trends throughout a conversation. By analyzing whether each segment is positive, neutral, or negative, you can observe how satisfaction changes and evolves over the course of an interaction. These insights enable you to better understand your customers and develop more effective strategies to enhance customer satisfaction.

Examples of insights:

Does satisfaction vary between different cases?
How does sentiment correlate with the customer’s own rating (CSI) and open-ended comments?
Is there a connection between response times, call transfers, categories, and sentiment?

Predictive customer satisfaction

For many years, we have collected millions of responses from customer surveys. To avoid overwhelming customers with too many surveys, questionnaires are typically sent to a limited selection. Imagine that 100 customers contact customer service, but only 20 of them receive a survey—and out of those, only 20% respond, meaning you only get 4 responses. We believe that these 4% do not provide a sufficiently representative picture of overall customer satisfaction.

That’s why we have developed a predictive model for customer satisfaction, based on machine learning and our extensive historical survey data. The model predicts the rating a customer would likely have given if they had received a survey. These predictive results can then be compared with actual survey responses, providing a more complete and reliable view of your customer satisfaction. This means you can gain deeper insights into customer experiences, even when survey participation is low.

FUNCTIONS

Customer surveys

animation on monitor customer satisfaction

We conduct customer surveys via phone, SMS, email, and chat. These surveys allow you to ask customers various questions, such as those related to service quality and knowledge level. The results contribute to an overall Customer Satisfaction Index (CSI) score.

Additionally, you can measure customer loyalty through NPS (Net Promoter Score):

”How likely are you to recommend the company to a friend or colleague?”

Another method for measuring customer loyalty is CES (Customer Effort Score), a key metric where customer service has a greater influence:

”How easy was it for you to get your issue resolved?”

In all our customer surveys, you also have the opportunity to capture qualitative and soft values, where customers can leave an open-ended comment via voice message or free text, depending on the channel used.

FUNCTIONS

Benchmark and Indicate me Awards

Curious about how your company compares to others in the industry? With our benchmark analyses, you gain insights into how your business performs relative to industry standards.

As an Indicate me customer, you also participate in the Indicate me Awards, where we annually highlight outstanding achievements in customer service. We recognize winners in six different categories:

Customer Service of the Year – Awarded to companies excelling in key metrics such as service quality, knowledge, and productivity while also making significant positive progress.
Fastest Development Growth – Recognizing companies that have made impressive improvements in their operations.
Most Satisfied Customers of the year – Given to companies that deliver the best customer experience, receiving the highest ratings in service quality and overall satisfaction.
Role Model in Self-Leadership & Coaching – Honoring businesses that lead the way in engaging and developing customer service employees.
Customer Service Rising Star – For new Indicate me customers who have quickly adapted and achieved success with our tool.
Customer Service Driving Spirit of the year – Awarded to an individual who demonstrates exceptional dedication and passion for customer service. Nominated by colleagues, the winner is selected by our jury.

”With Indicate me, we know what types of cases come into customer service, and we can immediately see what we can improve.”

Cross-analyses

In Indicate me, all data is collected in one place, making it possible to link it to specific cases and individual employees. This allows leaders to easily compare and cross-analyze key metrics in our dashboard, providing a clearer picture of the factors influencing customer experiences.

Examples of insights from cross-analyses

- Case type– Identify which types of cases lead to higher or lower customer satisfaction.
- Root causes – Analyze underlying factors influencing results and uncover the root causes of issues.
- Employee actions– Understand how interaction, engagement, and other qualitative factors impact key metrics such as Customer Satisfaction Index (CSI/NKI) and Net Promoter Score (NPS).
- Operational factors – Measure how elements like response time, call transfers, and case handling affect customer loyalty (NPS), ease of doing business (CES), and overall experience.

With our cross-analyses, you not only gain insights into areas for improvement but also the tools to act strategically – enhancing both customer service and internal processes.

CUSTOMER FILM

Indicate me visits Ving

Learn to see from the customers perspective to increase customer satisfaction

In this film Lina Bjelkmar, CEO of Indicate me, shares the story of a Ving employee who went the extra mile for their wheelchair-bound customer..

CUSTOMER FILM

Indicate me visits Ving

Learn to see from the customers perspective to increase customer satisfaction

In this film Lina Bjelkmar, CEO of Indicate me, shares the story of a Ving employee who went the extra mile for their wheelchair-bound customer..

WHY

Benefits of the tool

Identify areas of improvement
Understand what your customers are more or less satisfied with
Measure and analyze satisfaction over time

Link satisfaction to other factors
Improve quality in customer service
Provide insights to other departments

CONTACT

Do you want to learn more about Indicate me?

Get in touch with us via email at Hello@indicateme.se or by using the form below.

CONTACT

Do you want to learn more about Indicate me?

Get in touch with us via email at Hello@indicateme.se or by using the form below.

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Tool to increase customer satisfaction

Customer Satisfaction with AI

Access-Controlled

Continuous Development

Increased Customer Satisfaction

Understand your customers better with AI

Sentimentanalysis

Predictive customer satisfaction

Customer surveys

Benchmark and Indicate me Awards

Cross-analyses

Indicate me visits Ving

Learn to see from the customers perspective to increase customer satisfaction

Indicate me visits Ving

Learn to see from the customers perspective to increase customer satisfaction

Benefits of the tool

Identify areas of improvement

Understand what your customers are more or less satisfied with

Measure and analyze satisfaction over time

Link satisfaction to other factors

Improve quality in customer service

Provide insights to other departments

Do you want to learn more about Indicate me?

Do you want to learn more about Indicate me?

More tools

Platform

Contact us

Indicate me

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