NTelligence - Customer Experience Measurement program

Ntuitive Solutions Inc.

Overview

NTelligence is a solution that enables organizations to measure and monitor experience feedback continuously from their customers. It addresses the key challenges and opportunities that most enterprises face:

• Growing customer retention, loyalty, revenue, and profits
• Saving 'at-risk' customers before they are lost
• Allocating scarce resources to the areas that will generate the highest returns
• Recognising and addressing operational problems and business opportunities as soon as they arise
• Streamlining and reducing costs of operations

NTelligence is an end-to-end integrated platform, that allows your business to capture online feedback (via Web browser or Interactive Voice Response) from your actual customers (and non-buyers as well) and transform the raw feedback into actionable insight.

The solution facilitates the capture and reporting of continuous customer experience feedback and the visualization of changes and trends over time. Decision-makers face significant time constraints in today's work environment. NTelligence helps them to quickly focus in on "actionable exceptions" rather than sorting through volumes of detail.

Ntuitive's Customer Experience Measurement program begins with a Discovery session to help you uncover the key customer issues facing the organization. We then co-develop a questionnaire that will support business decisions around those key issues. Using NTelligence, we create an online survey that can be accessed either via the Web or through Interactive Voice Response. Customers are invited to fill out the online survey and incented to respond through a contest and/or give-away. As responses feed into the system over time, the information is categorized automatically in a Multi-Dimensional Cube. Business users are given secure access to a dynamic reporting portal where they can create report views of the information either on their own, or with our help. Built-in Incident Management helps you track and respond to Customer Service issues as soon as they arise.

Targeted verticals include Travel & Hospitality, Retail, Healthcare, and Financial Services.

Benefits

Strategic benefits:

• Increases customer retention; win more new customers; improve productivity; and raise profits
• Lets your organization make investments in the areas with the highest return

Operational benefits:

• Enables the right individuals and teams throughout your organization to respond to feedback quickly and in a coordinated way.
• Enables those users to share information such as which customers are dissatisfied, and why; what actions have been or need to be taken; and customers' responses to your organization's actions.
• Enables users to save at-risk customers before they are lost, and to turn satisfied customers into committed advocates
• Lets users slice-and-dice performance metrics to pinpoint concerns and opportunities by geography, market segment, relationship manager, location, period, etc.
• Provides easy access to an abundance of concrete suggestions for improving performance, either overall or by segment

Features

• Supports multiple data collection streams from single business rules engine - Internet/Intranet, IVR (Interactive Voice Response), Touch-Screen/Kiosk, telephone interview
• Automated incremental cube updates based on trigger; i.e., hourly, daily, weekly, monthly
• Leverages Cognos' security model for authenticated access to reporting portal
• Built-in survey piloting capability allows inconspicuous refinement of active questionnaire; i.e., changes can be made to survey definition during data collection
• Rich reporting and analysis capability
• Strong input validation ensures that no erroneous data is collected
• User-defined questions, answers, validation rules, conditional branching, and input controls provide flexibility to gather a broad array of information
• Supports both quantitative and qualitative responses to questions
• Supports keyword context count analysis of free-format text responses to open-ended questions
• Ability to weight questions based on applicability or importance
• Built-in respondent pre-qualification quotas can be set in advance to prevent data input if demographic quota has been met
• Built-in user-driven glossary for hotkey pop-ups of any term/phrase/word definition on survey - improves usability
• Respondents can be anonymous or uniquely identified
• Branding of questionnaire web forms to Customer's look-and-feel
• Ability to export response data to CSV file for input into other programs; i.e., Excel, SPSS

Architecture

Creating the data mart

NTelligence uses a rules-based survey definition to write the IQD and MDL files directly. This allows Transformer to convert highly normalized fact table rows (responses to any question) into N columns or dimensions within a data mart (incremental cube updates reflect up-to-the-minute confirmed responses). The multidimensional cube, containing survey responses, is then available for leveraged analysis.

Publishing multidimensional data

The NTelligence generated cubes are automatically re-published to the IBM Cognos PowerPlay enterprise server to support true thin-client OLAP requests via a secure, customizable analysis and reporting portal.

Quantifying qualitative feedback

Keyword, keyword context, and keyword context group counts are pre-calculated, and allow users to analyze and query open-ended responses. Users can drill-through (in both IBM Cognos Impromptu®/Win32) so they only have to read responses that are applicable to the current slice.

Identifying key drivers

NTelligence interfaces a well-formatted Profile CSV into the 4ThoughtT Multi-variate (neural net-based) engine to efficiently determine the driving factors of any desired outcome.

Analyzing responses and presenting results

NTelligence uses intelligent view re-deployment middleware, which enables maximum re-use of any analytical views that are created. Whether these views of survey response data are created using the Powerplay/Win32 client or through Upfront in the browser-based client, they can be re-published with one click into PowerPoint presentations, as static HTML collections, or re-deployed to secured Newsboxes in Upfront.

Availability

For more detailed information about our Customer Experience Measurement program, please refer to our website at www.ntuitive.com/cem.html

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