Customer Experience. Business Results.

Our Experience360° Solutions work seamlessly with your existing systems to impact the primary drivers of revenue, the ease and quality of experiences across digital and traditional channels at each stage of the customer journey: attraction, engagement, conversion, satisfaction, and advocacy.

Vaya Dashboard Scores and Experience360° Solutions tap into a wealth of data throughout web, mobile, call center, and brick and mortar channels to monitor, optimize, and accelerate performance across devices, channels, and borders. Track performance trends, historical & industry benchmarks, and goal pacing to confirm the most efficient path to maximum value for data-driven experiences that drive return.

The Vaya Scores

Traffic

Traffic

Bridge the gap between digital promotions and brick-and-mortar operations with end-to-end measurement from the first point of brand awareness through delivery, loyalty, and advocacy. Is your market-presence growing? Do you stand out from the competition to capture attention and compel action? Measure traffic across all physical and digital touchpoints including physical, digital, social, and experiential.

Engagement

Engagement

Does your digital experience engage visitors, compelling them to navigate to the next level and complete desired actions? Are they more or less engaged when compared historically? How is level of engagemen trending? Engagement milestones like chat, shop, download, listen, watch, play, connect, share, and create account help to focus web strategy and provide a metric for digital engagement and optimization.

Transactions

Transactions

Vaya provides data on conversion rates, completion rates at each step of the transaction completion process, and transaction times to provide insight into transactional user experience. Measure transactional scoring trends, regional and customer segment metrics, and draw correlations between transaction score impact on other vaya scores.

Satisfaction

Satisfaction

Collect, analyze, and gain insight from customer feedback across all brand touch points throughout your omni-channel operations. A 360 degree view of satisfaction includes asking for data in ways that are contextually integrated to natural digital user experience touchpoints, satisfaction surveys, best practice scores such as the "net promoter" and data regarding customer actions: repeat purchases, acts of loyalty and acts of advocacy. Self-reported satisfaction and actions that indicate satisfaction.

Sentiment

Sentiment

Understanding how users feel about your brand's experience can be a challenge to track through the whole journey. Our scoring looks at real-time quantitative and qualitative data to help understand their responses at a glance. Listen and react to your audience for long-term benefits.

Quality

Quality

Are core digital functions working correctly & displaying accurate information? Are they fast and accessible through mobile, web, social, and digital in-store devices? Digital quality is more than compliance or problem resolution. Quality is the foundation of your brand experience. Your Vaya Quality Score provides insight to make quality a way of life throughout your operations.

Ease

Ease

Vaya provides a fastest and easiest way for you to run usability projects and obtain ongoing insight to optimize digital customer experience. Shopping Tests provide insights from Vaya mystery shoppers. Omni-channel mystery shopping is designed to test real-life end-to-end customer experience when interacting with multiple channels: web, mobile, social, digital in-store.

Competition

Competition

To measure your competitive presence Vaya connects with web visitor and social data to benchmark visits, engagement measures, and demographics for you and your top competiors. Our team measures the features present in your digital operations and "mystery shoppers" rate your omni-channel experience vs. competitiors. The competitive score allows you to benchmark a 360 degree view of competitive presence from the perspective of user experience to identify and track enhancements over time.

Finance

Finance

Our Finance score tracks revenue, margin, and growth trends through indicators of prompt, accurate, positive experiences throughout your physical and digital channels. Reduce costly errors and customer complaints, enhance compliance with defined service level targets, re-shape contracts with risk-sharing economies while improving processes and satisfaction. Tap the value of efficiencies gained to power competitive differentiation, reinvent value propositions, and fuel efficient growth models.