Meet APECS X.
Real-time results, natural-language CX analysis, AI call interviewing, online surveys, and action tools—supported by MSR researchers.
From the MSR campaign archive. For current services and project details, explore our main service pages or contact our team.
APECS® is the complete voice of the customer program. APECS® collects accurate customer feedback, displays and prioritizes that feedback in a simple dashboard, and includes the ongoing support of our team in the form of action plans focused on improving customer satisfaction. The end result? Increased customer advocacy and retention and increased revenue!
A Service & Team Focused on Improvement
Our team plays a crucial role. APECS® isn’t a product. It’s a service backed by the experienced team at MSR Group. In addition to collecting customer feedback, we’re constantly monitoring that feedback, analyzing trends, identifying instances that require immediate attention, and making recommendations to help you improve.
How APECS® Works
Collection of Customer Feedback
APECS X brings real-time results together with AI-assisted analysis, Action Alerts, and Magical Moments. Explore the current APECS X platform for customer feedback collection and follow-up.
Action Alerts
When customers share a negative experience, it’s important to know and react quickly. Our Action Alerts notify front-line managers immediately allowing you to address problems in a timely manner.
Magical Moments
Opposite of Action Alerts, Magic Moments keep you informed when customers share positive experiences. These help to boost morale, recognize individuals for their contributions, and reinforce training efforts to improve customer satisfaction.
Key Drivers
Key driver analysis helps your team focus their service improvement efforts on the attributes most important to your customers’ experiences and other aspects of your business. Each quarter, we review survey responses to determine how each survey attribute relates to overall satisfaction and present the results in the Performance Monitor.
Action Plans
Action plans based on individual experiences provide users with clear step-by-step directions for addressing customer issues. You’ll have multiple options for how to execute this, including accessing the Idea Bank™, a best practice sharing module that is built on the knowledge and experience within your organization.
Improve Advocacy, Retention, & Revenue
Through efforts to improve customer satisfaction, our clients experience increased loyalty and more revenue. These same clients are seeing higher customer advocacy, resulting in more referral business. With the help of our voice of the customer program and our experienced team, your business can experience these same results.
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