Examples of Reporting and Best Practices in Data Utilization

YourCX is a versatile research platform that enables companies in e-commerce, retail, and telecommunications to effectively conduct marketing research and customer experience (CX) studies. It allows businesses to collect and analyze customer feedback in real time and quickly translate it into actions that enhance satisfaction and loyalty. The platform offers advanced tools—from real-time dashboards and automated reports for the entire team to alert notifications—so decision-makers can respond swiftly to market needs.

Knowledge Sharing for the Entire Team: Automated Reports for All Recipients

YourCX streamlines customer knowledge sharing across the entire organization. With automated reports, every decision-maker receives the right data at the right time without manual report creation. The platform enables generating personalized reports for dozens or even hundreds of recipients—with a single click, you can create reports tailored, for example, to the results of each branch or store. In practice, this means regional directors, store managers, e-commerce heads, and customer service team leaders can all automatically receive regular summaries of key metrics such as customer satisfaction, NPS, or recent campaign results.

Reports update automatically as new data flows in (they are “linked” to current surveys), ensuring they always present the latest picture. You can schedule recurring deliveries—for example, weekly email reports with post-sale survey results for department managers or monthly NPS summaries for the entire management team. The platform ensures everyone receives information relevant to their role. For instance, the marketing team might get reports focusing on campaign evaluation and customer engagement, while customer service receives summaries of satisfaction and response times. This content personalization helps each department focus on what matters most to them without being overwhelmed by unnecessary data.

Benefits: Automating reporting saves significant time and eliminates manual analytical work. Instead of spending hours preparing presentations, your employees can focus on drawing conclusions and implementing improvements. Moreover, a shared language of data across the company fosters better collaboration—everyone has access to the same, up-to-date knowledge about customer experiences. Regular reports build team engagement in CX initiatives because everyone can see the impact of their efforts in real time.

Instant responses with alerts and notifications

Even the best data is useless if you don’t act on it at the right moment. That’s why YourCX offers intelligent alerts and notifications to ensure no important customer signal goes unnoticed. You can define rules—for example, a notification when a customer gives a very low rating or when the average NPS drops in a specific channel—and the platform will automatically alert designated individuals immediately after the event occurs. Real-time alerts enable rapid responses to negative feedback. If an e-commerce customer indicates in a post-purchase survey that they are very dissatisfied with delivery or the purchase process, the appropriate people (e.g., the online store manager or quality department) receive an immediate email/SMS notification and can take corrective action right away. In retail, if several customers consecutively report an issue (e.g., out-of-stock items or rude service) at the same store, an alert is sent to the regional manager for prompt intervention. In telecommunications, an alert can notify the contact center manager that a key customer just rated their hotline experience 1 out of 5—signaling the need for an urgent callback to “save” the relationship.

YourCX sends notifications not only about individual events but also about trends. This way, you’ll know if, for example, the average rating of the new user registration process is gradually declining or if the percentage of customers reporting the same problem is increasing. You have full control over the frequency and format of alerts—they can be sent immediately after each incident or in aggregated form, e.g., once a day or once a week, depending on your needs. Importantly, notifications can include full context—not only information about the event but also additional survey details (e.g., exactly what the customer wrote in comments) to facilitate quick analysis and appropriate action.

Benefits: Alerts enable proactive customer service—instead of waiting for a dissatisfied customer to leave or file a complaint, you take the initiative to resolve the issue. Such quick responses make a strong impression on customers and often turn potential critics into loyal brand ambassadors. For internal teams, alerts provide additional motivation—employees see that customer feedback leads to immediate action, fostering a customer experience–oriented culture. Combined with YourCX’s task creation features based on notifications (assigning responsible persons and deadlines), you can be confident that no important issue will be neglected.

Sample Scenarios and Best Practices at Various Touchpoints

Effective customer experience management requires research presence at every stage of the customer journey. Below are some examples of how to use YourCX in typical situations, combining dashboards, reports, and alerts for maximum impact:

• Post-purchase feedback (e-commerce): When a customer completes an online purchase, YourCX can automatically send a short survey (e.g., a single question about satisfaction with the purchase process or NPS). Best practice is to ask specific questions immediately after the transaction while impressions are fresh. The results feed the e-commerce dashboard in real time—managers see the average purchase rating and raised issues right after each transaction. If a customer reports a problem (e.g., difficulty with payment), an alert immediately notifies the technical team, which can quickly fix the issue. Weekly, the team receives an automated report summarizing post-sale feedback from the entire week, allowing ongoing trend monitoring—such as rising satisfaction after improving the product search function. This feedback loop enables continuous improvement of the shopping experience and increased conversion.
• In-store experience (retail): YourCX also supports research in physical stores—e.g., surveys sent to loyalty program members after a visit, QR code scans at checkout, or tablets at customer service points linking to surveys. Best practices include collecting CSAT (Customer Satisfaction) immediately after the visit and additional comments on what the customer liked or what needs improvement. Each store manager has a dashboard showing key indicators for their location compared to others—immediately revealing if a store achieves a higher NPS than the network average or if there are concerning customer signals. If several customers rate their visit negatively on the same day (e.g., due to long queues), the system sends an alert to the regional manager for prompt action. Headquarters receives regular reports—such as monthly comparative satisfaction reports for all stores in the region—facilitating identification of best- and worst-performing locations and sharing best practices. This ensures every organizational level—from sales associates, through store managers, to operations directors—has a full picture of customer experiences and tools for immediate service quality improvement.
• Customer service contact (telecommunications): Telecom customers interact with the brand via multiple channels: calling hotlines, using website chat, emailing, or messaging on social media. YourCX collects feedback after each contact, adapting the survey method to the channel—e.g., showing a short question about chat satisfaction after a chat ends, or sending an SMS to rate the ease of problem resolution (CES) after a phone call. Best practice is measuring CES immediately after interaction when the feeling of “how easy it was to get help” is most vivid. Results feed a dedicated customer service dashboard, showing live satisfaction levels per channel and average resolution times. If a customer gives a very low service rating, an alert immediately notifies the shift manager—allowing quick contact with the dissatisfied customer to resolve the issue before losing them. Weekly reports for the department director combine this data with broader insights—showing how service improvements affect loyalty (e.g., NPS growth among recent contacts) and business metrics like churn or upsell. Thus, the service team not only solves current issues but also measures the real impact of service quality on business outcomes, supporting investment justification in training or new tools.

In all these scenarios, a holistic approach is key: collecting feedback at critical moments, continuously monitoring results, and rapidly responding to anomalies and problems. The YourCX platform is designed to close the feedback loop—from data collection through analysis to action—in the shortest possible time. The result is continuous enhancement of customer experiences, translating into measurable business benefits, from higher satisfaction and NPS to increased retention and revenue.