Customer Engagement


Organizations that utilize data from customer service interactions are quick to respond to changing environments and eager to improve services and products. Customer engagement tools offer the following benefits:

  • Online surveys linked from websites, published materials, and sent electronically to customers
  • Hardcopy surveys to be used in mailings and point-of-service
  • IOE reports provide detailed information on measurable customer service dimensions
  • Specialized reports for region, office or other departments.

The graphic below demonstrates commonly assessed customer service drivers.

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