For Sagres, customers are not just numbers; first and foremost, they are people who make decisions based on their emotions and express those emotions through words. When describing their experience, customers use language rich in nuances that goes far beyond a simple rating. By analyzing the chosen words, their combinations, and the context in which they are used—through tools powered by cutting-edge technology—we are able to decipher a complex universe of meanings. This innovative approach allows us to go beyond simple feedback collection to deeply understand the reasons motivating your customers' choices.
To continuously improve Customer Experience activities, we rely precisely on analyzing the words customers use to describe their evaluations of a brand. This type of analysis allows us to identify both the strong areas of your brand and those requiring more attention. In this way, we can act proactively to offer your customers an increasingly satisfying and engaging experience.
“Open-ended questions are the key to collecting the words that convey customers' emotions.”
The Customer Experience proposed by the Sagres Method involves an empathetic approach aimed at listening to the customer and understanding the true problems that may lie behind a missed payment. This particular way of treating the customer fully reflects our motto “humanizing the business,” an essential element when talking about CX.
Sagres' distinctive feature is placing importance on the person, listening to them, and demonstrating empathy. Only in this way do we believe it is possible to manage each problem differently, avoiding excessive automation—a typical error of the superficial CX offered by many large companies.
Measuring customer emotions helps
The innovation Sagres brings to Customer Experience consists of giving new value to customers' words and emotions in order to study new ways to improve CX service. Discover how we manage to collect quality feedback and how we value your customer data through technologies based on artificial intelligence.
In today's business landscape, where customer satisfaction is an absolute imperative, Sagres differentiates itself through an innovative approach to CX, considering above all the concept of Voice of Customer. Overcoming the traditional questionnaire logic—often perceived as rigid and limiting—Sagres fosters a genuine conversation with customers.
This new perspective is based on the conviction that customers' words are a precious source of information. Thanks to the support of artificial intelligence, we are able to analyze in depth the language used by customers, identifying the key concepts, emotions, and motivations that guide their choices. In this way, we move from simply listening to concrete action aimed at continuously improving the customer experience.
“Thanks to the collaboration with Sagres, Fives Intralogistics was able to carry out these analyses in a non-self-referential way, but by listening to the true ‘voice of the customer’.”
As demonstrated in a study by the Polytechnic University of Milan, one of the main weaknesses of companies lies precisely in the weakness of the Voice of the Customer. Traditional measurement instruments, often based on numerical indicators and standardized questionnaires (such as ISO 9001), fail to capture the complexity of customer experiences.
Sagres proposes a radical alternative: measurement based on customer intuition, a deep understanding of their motivations and the reasons that lead them to choose a product or service. By asking "why" and going beyond the surface, we can transform customer needs into concrete and targeted actions.
Sagres therefore presents itself as a company that does not limit itself to measuring customer satisfaction, but builds an authentic and lasting relationship with them, based on a deep understanding of their needs and the ability to transform them into opportunities for continuous improvement.
Sagres brings innovation to the field of Customer Experience not only through the highly conversational approach it adopts with customers but also because it performs constant measurements of CX activity, with the aim of providing useful evidence for management decision-making.
Why is measuring Customer Experience so important to us? The answer is simple: to change by improving customer service. Without constant and rigorous measurement, CX risks becoming a vague concept. Only by quantifying customer satisfaction and identifying strengths and weaknesses is it possible to implement concrete actions to optimize the customer experience and, consequently, company performance.
“A good customer listening system can become an instrument for strategic change for companies.”
Sagres has developed a cutting-edge CX measurement method that combines traditional tools with innovative technologies. Thanks to this methodology, it is possible to collect a large amount of data and transform it into useful information for management. Measurement results are presented through intuitive and easy-to-read visual reports that highlight trends, critical issues, and opportunities for improvement. These reports allow business managers to make informed decisions and monitor the effectiveness of implemented actions.
Effective CX measurement therefore represents a true competitive advantage for companies. Thanks to the collected data, it is possible to identify areas where you excel and those where you can improve, differentiating yourself from competitors. Furthermore, measuring CX allows for building stronger and longer-lasting relationships with customers, increasing loyalty and fostering positive word-of-mouth.
Measuring CX as a tool for strategic change Watch the video by Sergio Rossini
Sagres has made active customer listening a pillar of its strategy. Thanks to an advanced measurement system, the company is able to transform the voice of the customer into concrete actions that drive growth and innovation.
