A voice of customer platform was required at Amara involving site intercepts and email invite surveys. The following areas where recognised as key points of the customer experience with insufficient qualitative data:
Since launching CX surveys, Amara is now able to create data driven decisions across the entire business based on customer insight. Through a closed loop process, NPS scoring has risen, allowing customer service to resolve customer frustrations.
This project was built up of: User Research + Analysis, Sketching, Wireframing, Prototyping, UI design.
Further information available on request.
January 16, 2019