Alerts

When a customer has a bad experience, the worst thing a business can do is delay responding or not respond at all. Now the customer is not only upset with your business, but they also feel ignored and unvalued. You can easily lose a customer this way, and you might even get smeared online depending on the situation. With PerformanceScope alerts, you’ll never miss another time-sensitive issue. Our survey reporting software carefully monitors your customer data in real time and notifies you when action is needed to resolve a negative experience, celebrate a positive one, or respond to an inquiry. If something needs your attention, you’ll know right away.

Scorecards

Along with access to real-time feedback in the executive dashboard, PerformanceScope delivers scorecards enabling you to compare weekly, monthly, quarterly, and annual trends. Each month, we’ll email you a scorecard displaying top box scores for each survey touchpoint. Use your monthly customer experience report to compare guest experiences internally, as well as across locations and to industry benchmark scores. 

Net Promoter Score

The likelihood of a guest referring your brand to others is referred to as their Net Promoter Score (NPS). By measuring each guest’s NPS, our survey reporting software can identify your promoters (loyal customers), passives (satisfied, but unenthusiastic customers), and detractors (unhappy customers) to help you understand overall satisfaction and customer loyalty to your organization. With this information, your company can address individual customer issues while gaining insight into the patterns within your business that are affecting each guest’s NPS. Get the data you need to turn passives into promoters and prevent detractors from becoming so unhappy in the first place. Try PerformanceScope for free—it’s easy!

Key Driver Analysis

Know where to focus and prioritize your efforts. There are many things that could influence a guest to recommend your brand. Which aspect of your business do you think affects customer loyalty the most? Using PerformanceScope's key driver analysis, our proprietary methods comparing importance versus execution serve as the foundation for the most effective action plans. 

Data Integrity

Trusting the integrity of your data is paramount. Recognizing the damage that can result from efforts to “game the system,” a quality survey research program must include a number of built-in protection features. For example, on the front-end of the data collection process on the survey side, some of these include: single use passcodes, monitoring blocked and duplicate phone numbers, IP addresses, and device IDs.

On the back-end, proper data cleaning and automated data integrity reporting is crucial. Oftentimes, an integrity report can point out potentially fraudulent behavior. It is important to keep in mind that there may be valid reasons for a location’s results to fall outside the norm in a given period, and foul play is not necessarily presumed. However, it is vitally important to monitor these factors to manage the overall integrity of any survey program. This becomes even more critical when compensation and recognition are involved. With PerformanceScope, you can feel confident that your data is accurate.

Data Security

Hospitality operators throughout North America rely on PerformanceScope’s data collection and reporting systems to measure and manage experience. Our systems deliver crucial insights, including business intelligence and customer data. Data protection is a top priority for PerformanceScope. Our data dashboard is an enterprise-grade platform, protecting clients’ data at every layer and interaction point.

We build our platform using the following core principles:

• We treat all customer data as private and sensitive.
• We employ best practices for data security.
• We’ve architected our platform with security and compliance in mind, using privacy by design principles.

PerformanceScope’s systems are built with ground-up security on Microsoft Azure. For more information, please reach out to our experts via phone or email.

Online Dashboard

While our survey reporting software collects customer data in real time, intelligent technology works behind the scenes to process the information and identify trends. All of the data is instantly compiled and displayed on an online dashboard, which managers and executives can access at any moment. View trends, check notifications about time-sensitive issues, and create custom reports in seconds! With reliable data on customer and employee experience as well as your target market, you’ll have a comprehensive view of how every aspect of your business is performing and gain a better understanding of how it all ties together.