Mercantile Systems uses the newest technology to allow your customers to quickly and easily take a custom-designed, short survey over the phone (Interactive Voice Response — IVR) or on the Web (Interactive Computer Response — ICR).
The toll free number or URL can be printed on a sales receipt. IVR or ICR provides customer satisfaction data and works as a complement to our customer experience research; giving you a complete picture of your operations from the vantage point of your customers.
"In combination with Mercantile Systems' secret shopping program we use IVR to complete the picture of our customer service surveying. Doing both of these programs has allowed us to see what happens to our customers during the in-branch transaction and then collect data on actual customer perceptions once they have left our locations. It has proven invaluable to our customer service training programs and delivery of good customer service."
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