APECS® is the industry’s leading customer satisfaction and loyalty measurement program. Utilizing a post-transaction survey methodology, APECS® provides statistically reliable metrics of overall customer satisfaction along with The MSR Group’s proprietary Net Advocacy Rating (NAR®) score. Understand how your customers perceive each touchpoint across your entire organization. Our program is invaluable to service organizations, including banks, health care organizations, retail stores and franchise organizations.
Within 72 hours, APECS® gives you—and more importantly your front line managers—actionable easy-to-understand information on improving the customer experience, all on our secure Web-based site.
APECS® is exactly the program you need to focus your organization’s efforts on increasing the number of loyal customers, as well as those who fall into the Advocate category: customers connected enough to your organization that they will actually begin the word-of-mouth promotion cycle.
The following characteristics that make APECS® unique in the field of customer experience monitoring: