Tracking experiences across services, identifying the drivers of detractors and improving processes with quick fixes

Solution and Results

With Alterna CX, Zubizu manages and measures transaction-specific customer experience. After a Zubizu user receives a discount, the user then receives an email asking for their experience with an NPS survey in 11 seconds. Through the experience survey, Zubizu is able to receive feedback for its services as well as the services of its partner brands, whether it is a restaurant or retail. The survey also includes a required open-ended feedback section if a user gives a score below 6, enabling Zubizu to understand and learn the root cause of the experience.

Zubizu tracks its NPS scores on a daily, monthly and yearly basis. The open-ended feedback received provides many insights on the service, the food and the ambiance of the location. After receiving the results of the users through Alterna CX, the results are shared with the Contact Center in real-time for complaint management. If the complaint topic is about Zubizu, the contact center calls the respected user and resolves the complaint. However, if the complaint and/or feedback is regarding the 3rd party, the insight is shared with the respected 3rd party through the complaint management tool with the support of Alterna CX integrations, enabling improvements.

As a result of the real-time insights, Zubizu was able to implement improvement areas across its services, application usage and refine campaign structure. Now, they are using the software, not only for real-time complaint management but to better segment and understand customer needs and identify improvement areas across campaigns and services.

The customer experience team discovered that a value proposition was not clear for many Zubizu users. The campaign provided Zubizu users extra points after their transaction from a gas and oil company. Through the open-ended feedback, the team identified that since the Zubizu discount was not active in that brand, they did not understand why they were receiving a transaction-specific survey from Zubizu. After detailed analysis, the team improved the communication and through tracking the results, they stopped receiving additional comments regarding the issue.

With Alterna CX customer experience software, the customer experience team of Zubizu can track experiences across services, identify the drivers of detractors and improve processes with quick fixes.
Continuous innovation through Alterna CX capabilities enables Zubizu to track and analyze results across departments and different roles. In the coming months, Zubizu is aiming to receive 10x feedback from its users and continue to improve and innovate their campaigns to better understand and serve their users.
Voice of Customer program enables companies to systematically capture, track and analyze customer feedback and act based on the collected insights. To learn more visit our Solutions page and contact us to learn how Alterna CX can help you get CX results.