Set up
Customer feedback capture
Feedback capture is the working part of a voice of the customer programme. It covers the surveys, intercepts and other signals that tell you what customers experienced. We work out with you where to ask and how often, then help set it up so the data arrives clean and attached to the right customer.
When it helps
Signs you need this.
- You survey once a year and learn too late.
- Customers are asked too often, by too many teams.
- Feedback arrives without the operational detail needed to act on it.
- Web, app and contact centre are each measured in a different way.
How we do it
How we approach feedback capture.
Touchpoint selection
We choose the interactions worth measuring and say what each one is for.
Channel and timing
We pick the channel and the moment for each request: email, SMS, in-app, web intercept or after a call.
Sampling and contact rules
We set who is invited and how often, with quiet periods that stop people being over-surveyed.
Data
We define the operational fields that travel with each response, so results can be cut by product, team, region or agent.
Launch
Each touchpoint is built, tested and piloted, by us or by your team, and we check the early data before scaling.
What you get
What you have at the end.
- A touchpoint plan with purpose, channel and trigger for each
- Sampling and contact rules
- A data specification for each feed
- Live, tested touchpoints
- A monitoring view for response rates and data quality
From our principal consultant's work at Qualtrics
Launched a consumer electronics company's first feedback channel in a new market within weeks of signing.
Done as part of Qualtrics teams, before UnfoldCX was set up. Qualtrics was the contracted party. More experienceWhat we need from you.
- A list of interactions you could measure, with volumes
- Access to the systems that hold customer and transaction data
- Your contact policy and any consent rules
- An owner for each touchpoint
Questions
Questions you may have.
Is this only about surveys?
No. Surveys are the core. We also bring in complaints, contact-centre notes, reviews and operational signals where they add something.
How many touchpoints should we have?
Have as few as you can act on. We check that each one has an owner before it launches.
Can you work with our existing platform?
Yes. Touchpoint selection, sampling and contact rules are the same on any platform. For hands-on setup our depth is in Qualtrics.
Related
Related services.
Next step
Tell us where your programme is.
The first call is free and carries no obligation. You'll speak to our principal consultant, who would lead the work.