NCR launches social media referral and customer feedback solution

May 7, 2012

NCR Corp. has announced the launch of its NCR Customer Voice, a Web-based customer loyalty, retention and referral tool that enables operators to monitor customer satisfaction comments across social media channels.

The software uses two survey questions that take customers less than 30 seconds to complete and are distributed via email or available via a survey link on the customer's receipt. Analytics that leverage the Net Promoter Score methodology are then used to highlight any concerns by customers so operators can quickly respond to feedback. The solution also can tie into Facebook, LinkedIn and Twitter social media tools.

NCR Customer Voice is currently integrated with the Aloha restaurant technology solution and will be made available for other NCR product lines in 2013.

"NCR Customer Voice gives operators the ability to understand the true value of every customer they have through the customer lifetime value model," said Jeff Hughes, vice president of hosted solutions, NCR Hospitality. "Its robust capabilities empower operators to take action on customer feedback and increase their marketing channels."

Fast casual concept Tom & Eddie's implemented NCR Customer Voice in 2011.

"It's more expensive to attract a new customer vs. keeping an existing one," said Tom & Eddie's Vice President of Operations Tony Dentice. "With Customer Voice, we are keeping customers that we never knew were dissatisfied in the past. As a result, our customers are happier and we're able to increase our average checks."

Read more about online, mobile and social trends.

Topics: Business Strategy and Profitability , Customer Service / Experience , National Restaurant Association , Online / Mobile / Social , Systems / Technology

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