In a bid to provide marketers a holistic view of the customer journey, Teradata is introducing the Teradata Customer Satisfaction Index solution.For years, Net Promoter Score (NPS) has been the predominant tool for customer “likelihood to recommend” metrics. However, Teradata believes that is about to change with the introduction of the CSI Analytic Solution from Teradata.
The CSI Analytic Solution identifies triggers and instances pertaining to negative, positive or neutral customer experiences. Robin Bloor, founder and chief analyst, Bloor Group said:"This is what the future of customer analytics looks like. For years, advanced analytics has been the elite domain of data scientists and programmers. Teradata has continued to focus on democratising analytics, and Teradata’s CSI Analytic Solution today serves as a smart solution for a new world in which general business users have fingertip-fast analytical tools for near-real time customer experience management."
Randy Lea, vice president, business analytics and consulting, Teradata said: "Teradata’s CSI Analytic Solution is integral to customer journey analytics and essential for companies looking to reduce churn and improve loyalty. This dynamic approach can be run daily—or more frequently—to get an accurate picture of customer satisfaction across all touch points."