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Harvard Study Reveals Nuance FASt Caller Survey Helps Companies Improve Services and Retain Customers

A Harvard Business Review study reveals that phone-based satisfaction surveys can increase customer profitability.
Posted Jul 1, 2005
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A Harvard Business Review study reveals that phone-based satisfaction surveys can increase customer profitability. For instance, a year after being surveyed, customers at a leading insurance company were 300 percent more likely to open new accounts, and more than 50 percent less likely to switch to a competitor. To help organizations leverage this phenomenon, Nuance announced a new member of its Nuance Flexible Application Suite (Nuance FASt) - the Nuance FASt Caller Survey. This solution accelerator includes application templates and services designed to help companies deploy voice-enabled customer satisfaction surveys.

Targeted at the financial services, insurance, healthcare, retail, and telecommunications industries, a Nuance FASt Caller Survey presents callers with five directed questions and one open-ended question. Questions can be selected from a pre-built list, or they can be customized to refer to a specific service or for any other purpose. The five directed questions elicit spoken responses on a four-point scale (yes, somewhat, not really, no), which is designed for establishing a statistically consistent empirical baseline measure of customer satisfaction. The open-ended question captures spoken responses on any topic.

Nuance FASt Caller Survey automatically generates both summary and customizable detailed reports, which users can access over the Web. Nuance FASt Caller Survey can be used as a standalone application with any speech, touchtone IVR, or agent queue system, or can be added to any voice automation solution based on the Nuance Voice Platform.

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