108 InMoment Testimonials

“Before InMoment, our vendor provided us with software, but support and consultancy were lacking. We did not have any of the analysis, reporting, or insights that we do now. By having that analysis automated, we’re able to focus our time on the strategic, the what’s next, rather than solely what’s in front of us.”

“We’ve not only addressed our immediate challenges but also enhanced our overall patient experience, We’re able to more quickly see and address patient concerns with the InMoment platform.”

“InMoment is on the cutting edge, and that helps Hootsuite move forward. Since using InMoment microsurveys in our product we’ve been able to 3x our Net Promoter Score. And, using InMoment has helped me free up my time — I can be more strategic. It’s so much easier when you have all of the feedback come into one place. You can look at the snapshot view. You can filter. You can triage. Honestly, it’s so much better than going through spreadsheets manually. I never want to do that again.”

"InMoment's cloud-based platform provides features that we didn't have like text analytics and recommendation settings for social media. What [the] tool does is enable us to stay in touch with our customers and respond as an organization."

“I’ve never had such a friendly sales assistant. She made a genuine effort to talk to me and my daughter and wished her a happy birthday. Best service I have ever received in a shop!”

"We wanted to move to a solution that would deliver more data, more timely feedback and more actionable insights."

“We’ve been successful at building a healthy and engaged social following. GoRecommend allows our customers to share their positive experiences with their social circles, which they’ve done in surprising numbers. When customers do this, their relationship with us deepens, and we reach many new potential customers in a very positive way.”

“It is important that the survey is as simple and easy to use as possible to ensure the greatest response rate. We also had to consider how relatives or carers could be encouraged to assist patients who were unable to complete the survey themselves, e.g., those who do not have access to the Internet, who don’t speak English as their first language, or who suffer from dementia.”

“We want to be the best in customer service. We want the world to know what British customer service really means. We want to continually strive to be that company that others want to emulate.”

“We want to be good partners with our customers. We want to take proactive steps to better communicate with our customers so we can provide a superior customer experience— not because we have to, but because it’s the right thing to do.”

“Our customers are now at the heart of everything we do. That means that every decision starts with them. Our actions are driven by listening to what customers tell us, not by what we think is right for them. Looking at who our customers are and how they shop with M&S is crucial to our future. There remain great opportunities for growth.”

“We have a robust service excellence program because if we mess up an order—if we send out the wrong item—the doctor won’t be able use it. So whether we are dealing with a customer that spends $10,000 a year with us or $2 million, we treat each customer interaction as if it is the most valuable call we are going to take that day.”

“It has been great to see the difference in our customer service delivery since our colleagues have undergone customer service training. It has supported colleagues in understanding not only how to deliver exceptional customer service, but the importance of good customer service. In our last period, we reported a Customer Loyalty Index of 93 and had no detractor comments, which highlights the impact it has had in our store.”

“InMoment is a great partner for us and really helps us steer the experience in a direction that makes us more and more compelling for guests.”

“As we continue to grow, it becomes even more important to understand what customers love about Cabela’s, when and how we need to make changes, and whether we are delivering on our promise of superior customer service.”