CustomerGauge Account Experience Awards: Two Award Nominations for Touchsides!

At Touchsides, we believe that putting our customers at the heart of everything we do is key to our success. That's why, in Q2 2022, we launched our Customer-Centricity initiative, starting with the NPS (Net Promoter Score) survey, which we now run twice a year. This survey helps us measure how satisfied our customers are with our products and services and identify where we can improve.

To facilitate this, we use CustomerGauge, an Account Experience? Management platform that allows us to gather feedback from outlet owners who use our ePOS devices - and act on it quickly to enhance their experience.

So, how do we handle feedback??

Upon receiving feedback from CustomerGauge, our Product team immediately creates a ticket and forwards it to the Remote Support Team via our CRM. The team then contacts the customer, resolves the issue, and ensures the feedback loop is closed. This process ensures we maintain high standards of service and exceed performance metrics.

We’re proud to announce that this dedication to customer service has earned us two nominations for the CustomerGauge Account Experience Awards:

• Close the Loop Award: Recognising our swift follow-up on customer feedback, this is given to companies that act on feedback quickly, with top performers averaging 48 hours or less. We’ve achieved an impressive 34-hour resolution time, surpassing the target with an 87% Close the Loop rate!
• Promoter Activation Award: This new award highlights companies that create the most promoters due to excellent customer experiences. We’ve reached an incredible 73% activation rate, well above the nomination threshold. Touchsides’ nomination celebrates the exceptional experiences we’ve created for our customers, resulting in more loyal promoters of our brand.?

A huge thank you to our teams!

We couldn’t have done this without our Touchsides champions:

• Remote Support Team for their seamless follow-ups;
• Field Teams for keeping us connected with our customers; and
• Product Office for leading our Customer-Centricity initiative.

Stay tuned for the results of these awards, and fingers crossed for a win. The award show will be online and open to the public on Wednesday, 25th September.