Enterprise Digital Research (CX Metrics)

Digital Research and Data Analytics and AI Decision Engines

Enterprise Digital Research (CX Metrics)

Do you truly know how your customers feel? Our Enterprise Digital Research services help you systematically listen to the Voice of the Customer (VoC). We design and implement programs to measure key customer experience (CX) metrics, including:

CSAT (Customer Satisfaction Score): Gauge satisfaction at key touchpoints like loan applications or support calls.
NPS (Net Promoter Score®): Measure overall customer loyalty and their likelihood to recommend your brand.
CES (Customer Effort Score): Understand how easy or difficult it is for customers to do business with you.
FCR (First Contact Resolution): Track your ability to resolve customer issues on the very first try.

By analyzing this feedback, you can pinpoint service gaps, reduce customer churn, and build a reputation for outstanding service.

Digital Research Approach

Rapidus Africa leverages its proprietary software to conduct comprehensive digital research. This powerful tool utilizes digital questionnaires, which are distributed via unique URLs, QR codes, and even VoIP calls to reach target populations. Our rugged tablet fleet and social media platforms are also used to collect data directly from the field. A key feature of our approach is the cloud-based research analysis system, which curates all feedback into real-time charts. This digital-first methodology, as demonstrated in our successful project with ZANEC, allows us to deliver insightful reports ahead of schedule.

Social Media Monitoring

In today's digital landscape, understanding public perception is crucial. Rapidus Africa offers a specialized Social Media Monitoring service that provides deep insights into your brand's presence online. Our solution encompasses:

Media Monitoring & Social Media Listening: We actively track brand mentions and conversations across various social media platforms to give you a real-time view of your brand's performance.

Public Sentiment Analysis: We analyze public sentiment to gauge how your brand is perceived, helping you identify positive trends and address negative feedback proactively.

Competitor Analytics: By monitoring your competitors' online activity, we help you understand their strategies, identify market gaps, and maintain a competitive edge.

Brand Perception Management: Our analysis provides the intelligence needed to manage and shape your brand's public perception, ensuring your message resonates effectively with your target audience.