A typical business hears from 4% of it’s dissatisfied customers.
It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
On average, loyal customers are worth up to 10 times as much as their first purchase.
78% of consumers have bailed on a transaction or not made an intended purchase because of a poor service experience.
It takes 12 positive experiences to make up for one unresolved negative experience.
3 in 5 (59%) would try a new brand or company for a better service experience.
Probability of selling to a new prospect
Probability of selling to an existing customer
News of bad customer service reaches more than twice as many ears as praise for a good service experience.
80% of companies
say they deliver “superior” customer service
8% of people
think these same companies deliver “superior” customer service
The impact of keeping customers happy is clear. From easier transactions to stronger brand equity, it's vital that you understand what makes your customers tick.
It's a huge challenge to figure out what customers want. You know those low survey response rates? They're low because customers rarely have the time for them.
You need a way for your customers to give you their opinions without breaking a sweat. And you need a way of quantifying it all so you can act on the insights they share.
OMBEA Insights helps you measure the customer journey in real-time. Feedback from multiple locations is gathered in one convenient dashboard so you can understand it more clearly. Once you decide how to act on the information, our platform helps you bring your ideas to life more quickly.
OMBEA ExpressPod makes it effortless to turn customer satisfaction into a daily KPI.
It's a free-standing kiosk featuring five buttons and a smiley question of your choice. Multiple ExpressPods at different locations can be combined to give you real-time metrics such as NPS.Contact us Build your own solution
Place additional ExpressPods onsite to pose multiple-choice questions. They're so easy for your customers to use that you'll get mountains of actionable feedback in no time. And since changing the question is so simple, ExpressPods can be as agile as you like.Contact us Build your own solution
QuickSurvey helps you gather more detailed responses from customers. It's a location-specific mobile survey. Use it to ask your customers for more detail on their wants and needs. Being so simple to access, more people will use it to give you more context at each of your locations.Contact us Build your own solution
The faster you can launch new initiatives, the quicker you'll see the impacts, and the sooner you can move on.
ActionPads speed up the process. They are small handsets for staff to track their activity during their shift. By acting as a physical reminder, ActionPads quickly reinforce new habits.
You'll see progress categorized by team and location which means you'll know when everyone is on board so you can launch the next improvement.Contact us Build your own solution
Whether you use the full OMBEA Insights family, or you're just getting started with one part, the Insights dashboard is your control centre. This is where the data from your ExpressPods, your Quicksurveys, and your ActionPads is woven together so you can pull out the actionable insights that will set you apart and keep you growing.Contact us Build your own solution
It's all here. Benchmark performance using NPS, find weaknesses by location or by time, and build the evidence for new business cases. Our dashboard presents your data in a way that is easy to understand.
With 24/7 access and scheduled reporting, this is where the magic comes together.
Real-time and Scheduled Reporting
Timeline and Location Comparisons
NPS and Insights Index
OMBEA Insights combines ExpressPods, QuickSurvey and ActionPads to give you the full picture. Accept no compromises.
With ExpressPods and QuickSurvey being so convenient, you'll get much larger volumes of feedback leading to more reliable insights.
Compare data by location to identify precise areas for improvement. Visualise feedback on a timeline to spot holes during the day, week or year.
The more ExpressPods you have, the more powerful OMBEA Insights becomes. Use them at every touchpoint and every location for maximum impact.
Happy employees drive customer satisfaction, and vice versa. Use OMBEA Insights to measure both for a more complete approach.
Check in anytime to monitor live feedback, NPS and Insights Index. Schedule reports so that everyone gets the information they need right on time.
We're trusted by innovative brands from across the world trust when it comes to customer insights, employee engagement, teaching and training.
Give us a call on +44 345 371 8510 or send us an email and we will get back to you shortly.
We can demonstrate OMBEA over the Web by sharing our screen with you. It doesn’t take long and you can even participate in the interactive questions, no matter where you are, using ResponseApp! Demonstrations take 20 minutes, or longer if you have more questions. Get started by letting us know about some convenient dates and times for you.