Customer Experience Tracking

Measure the Customer Experience through facial recognition with

our Machine Vision technology

Today we know that emotions influence the satisfaction, loyalty, behavior and purchase intentions of customers / users. (Bigné and Andreu 2004)

This is because the shopping experience is not exclusively the result of “rational” processes: emotions directly influence user satisfaction and, in turn, this directly influences the chances that a customer will remember, speak positively of your purchase or service experience or recommend us to third parties

Why is it important to measure user emotions?
Therefore, it is vital to know the emotional experience of customers in the processes of attention, sale or interaction with your products or services.
How do we measure the customer experience?
How do we do it?

Monitor the emotional state of your customers to measure their experience

Our Video Intelligence algorithms allow us to monitor the emotional state of customer or user interactions with staff using the Facial Decoding technique.

Using this technique, we monitor the 7 basic emotions in the human face, which allows us to obtain unconscious information related to a positive or negative perception of the client and, therefore, related to the client experience.

We go a step beyond traditional techniques that only capture rational responses in a very limited and intrusive way.

Thanks to our system, we will be able to obtain information about:

The average customer experience during the service and / or sales processes, through the Happiness Index. This index measures the average customer experience during the service or sale process, shift, etc.
What information will we get?

Emotional Performance Score EPS

What is EPS?

The EPS measures the difference between the initial and final emotional valence experienced by the client in a specific interaction.

Indicator of how much and how we have managed to modify the emotional valence of clients as a result of their experience in our business.

Calculate different EPS of your business and make comparisons between different situations and optimize the customer experience.

 

How?

  • We measure the initial and final emotional valence of an interaction.
  • We calculate the increase or decrease of the emotional valence during the interaction.
  • We obtain the EPS.
  • EPS = Final emotional valence – inital emotional valence

    Attention Protocol A
    Attention Protocol B
    Comparison between two stores
    Annual evolution of the monthly average EPS

    Identify your highest performing employees and learn from them

    We can carry out rankings in which we make comparisons between points of attention or employees, observing what is the level of their attention processes according to the emotions aroused in customers.

    This will allow us to identify the best performing outlets and employees and learn from them.

    Main benefits

    1. Identify the critical moments in the care processes.
    2. Design and test new care protocols, objectively measuring their impact
    3. Obtain information segmented by gender, age, shifts or type of interaction (procedures, payment of taxes, etc.)
    4. Recognize the best practices of the personnel and guide them towards the importance of optimizing the User Experience
    5. Measure and compare individual or collective performance

    This post is also available in: Spanish