“Social listening is key but cannot standalone”
| Inner loop (individual issues) | Outer loop (systemic issues) | Employee experience (VoE) | Total price £, ££, £££ | ROI calculation | Analysis languages | Celebrates positive feedback | Metrics CX 😊 Business ⩩ Performance 📈 |
|---|---|---|---|---|---|---|---|
 | | £ |  | | 6 | | 😊⩩📈 |
| Supports the inner loop with the opportunity for clients to follow up feedback. | Analytics identify themes and trends, pointing towards action. | Not marketed as a Voice of the Employee tool. | Pricing scales on data volume and packages. | Manual calculations supported. | Analysis in six languages. | Supports the promotion of positive customer experiences as well as the resolution of poor customer interactions. | Shows the impact of customer experience and resolution on customer, business and performance metrics. |
Published 21 January 2021