Customer Metrix Customer Metrix™

The Guest is becoming more powerful and demanding; competition is more intense.  What is a hospitality CEO to do…how should limited resources be spent? 

In these difficult times many clients are using our services as a critical risk management tool - to selectively reduce costs while retaining their most valuable asset… their customers.

Follow the path to sustainable improvements in ROI:

      1. Listen to guest feedback
      2. Engage guests before they engage the world (wide web)
      3. Identify the highest return investments and cost savings
      4. Act on and monitor results and improvement plans
      5. Hold management and staff accountable

Customer Metrix™, a real-time, hosted web-based system, establishes the foundation for this entire process.  Designed for flexibility, ease of use and actionable data results, Customer Metrix™ supports continuous improvement across all customer touch points and timely recovery efforts when you fall short of customer expectations.  With new financial metrics and powerful reporting capabilities, Customer Metrix™ impacts daily operations and executive decision-making to ensure strategic, continued improvement.

Customer Metrix: Gather & Manage Meaningful Customer Feedback

Optional modules Service Manager, Market Tracker and Insight Manager take your performance to the next level.

Customer Metrix™ 3.0

Customer Metrix™ introduces a better way of communicating and actually using customer feedback.  Based on modular portlet architecture, results are displayed in a colorful dashboard console with drill-down functionality. The Customer Metrix™ 3.0 dashboard includes:

  • Real-time results are displayed in easy-to-navigate, drill-down structure
  • To-do List analyzes your results and prioritizes urgent issues with links to reported problems, at risk customers and areas needing improvement
  • Satisfaction Scoreboard compares current performance and trends with eye-catching graphics
  • Problems Console shows customer-reported problem metrics with summary graphics and color-coded trend arrows
  • Latest Feedback highlights most recent customer evaluations

The dashboard links to all client data in a flexible, permission-based, vertical architecture.  A rich set of online reporting and analysis tools, standard components of Customer Metrix™ 3.0, offer additional insight into trends, rankings, customer comments and loyalty.

Service Manager

Service Manager expands your ability to capture and solve problems from any source in your organization.

  • Generate alerts about, and recover, at-risk customers through a systematic problem resolution process
  • Log, dispatch, review, and close all guest requests and problems from any source (customer survey, letter, email, phone, in person)
  • Single database of incidents enables comprehensive approach to pinpoint trends and issues requiring attention 

Market Tracker

Outdoing your competitors is essential. With Market Tracker, MMHI industry benchmarks are integrated into Customer Metrix™.  You'll have all the information to know exactly where you stand against your competition.

  • Compare performance with competitors using the largest international benchmark tracking study available
  • Over 50 dimensions to compare, including geography down to postal code
  • Integrated with Customer Metrix™ reporting and Insight Manager data analysis

Advanced Analytics

Advanced Analytics powered by GoodData is a natural extension of Market Metrix’s customer satisfaction and loyalty products and offers unprecedented access and insight into guest data. The new system takes CustomerMetrix data and transforms it into custom dashboards and reports. Key features include:

  • Deep Ad Hoc Analysis
    Slice and dice data using an intuitive interface.
  • Reports and Dashboards
    Use default reports or build dynamic reports and dashboards with rich graphics to fully visualize your data.
  • Collaborative Analysis
    Collaborate and share projects, reports and results with colleagues and management in real time.

Customer Metrix™ 3.0 raises the bar in CEM (Customer Experience Management) software. Our world-class customer support completes the package (see Working with Us).