Customer Monitor Documentation Portal

The latest version of Customer Monitor has a new look, a raft of new features and a completely revamped set of processes to make it as easy as possible for you and your team to access and analyse your customer experience.

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Reaching out to the people who are “on the fence” about your business could have a far greater impact than you think. Many businesses prefer to focus on the extremes of their MARCs and MVPs; the lowest and highest scorers in their surveys.

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Many businesses who use NPS focus heavily on the two extremes of their survey respondents: the MARCs (the lowest of your scorers) and the MVPs (the highest of your scorers). However, the third group, the often-neglected passives, are a potential goldmine of feedback and score improvement tactics.

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Returning customers are some of the most valuable customers any business can have. Loyalty metrics are worth their digital weight in gold, but it can be tough to mine for them.

Customer Monitor makes it easy; let us show you how.

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Net promoter scores (NPS) and customer loyalty tend to be strongly linked, but it isn’t unheard of to have a high NPS but low retention.

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Customer Monitor can let you know how many customers you’ll likely have returning to your business in the future, making it easier to plan strategically and operationally.

Here’s how:

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Segments are a valuable method to find weak points in your NPS. You can separate the information on any page by customer demographics, the channel they came through, the staff they interacted with, the products or services they purchased, and more.

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We’ve made sure that collaboration is as easy as possible with Customer Monitor by enabling you to download the data presented within the platform with a few clicks.

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If you have a particularly valuable customer, or a customer who is at risk, you can get a better idea of their individual needs (and how you can meet them) through the All Comments section of Customer Monitor.

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A quick look over the Dashboard, available as soon as you log into Customer Monitor, can reveal red flags that need immediate attention from your team. This article contains a description of each section, and what you should keep an eye out for.

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Your overall business health can be found on the Dashboard, available immediately after you log in to Customer Monitor. This article contains everything you need to know in order to get a broad overview of your NPS and how it relates to your overall business health.

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Constant improvement is a byword for success for modern businesses. But finding out what actually needs improvement can be difficult.

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While many might focus heavily on reducing the number of Most At Risk Customers (MARCs) they have, there is a lot to be learned from your promoters as well.

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Depending on your business, it may (or may not) be prudent to thank your MVPs.

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Detail is king when designing a strategy that will take the pressure off your major customer pain points. Key Improvements can help provide that detail. This tutorial will show you how.

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