ResponseTek Debuts Listening Lab for DIY Surveys

Customer experience management (CEM) software provider ResponseTek has launched a DIY solution called the Listening Lab, through which it says users can create and deploy ad hoc surveys in minutes.

Founded in 1999, ResponseTek has offices in Vancouver, Toronto and London, from where it offers technology to manage customer experience down to a transactional level. Its new Listening Lab collects real-time customer feedback across a broad range of touchpoints, spreads insights across the organization with role-based reporting, and triggers action alerts to help pinpoint 'at-risk' customers. The firm says this capability extends surveys beyond the customer experience team, to enable departments such as product development, market research, marketing and HR to take action on insights from customer feedback.

Users can test scenarios before implementing business changes, such as polling a focus group on a new product offering, getting pre-launch feedback on a promotion, or collecting employee feedback on process changes. Ad hoc, mobile-optimized surveys can be created with a web interface with features such as a common question library, branding themes and multi-lingual support, and with results available within one centralized reporting hub.

Gord Elder (pictured, VP of Product & Technology, comments: 'Customer-centric companies require an agile, yet controlled, environment to perform quick experiments, focus groups, and test hypotheses. With the launch of Listening Lab, we make the results from these ad hoc surveys live inside the same platform as their 'Voice of the Customer' program to help derive deep insights and actionable learnings'.

Web site: www.responsetek.com .

All articles 2006-23 written and edited by Mel Crowther and/or Nick Thomas, 2024- by Nick Thomas, unless otherwise stated.

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