Why TomTom is using feedback to improve the customer experience

“Just CSAT is too simple. One of the key reasons why we chose Mopinion, is that it’s very important to capture the feedback of certain pages. The Customer Satisfaction Score to me is not all that important, because it’s not actionable. The Customer Satisfaction Score of a specific page, or group of pages is important, because then you can compare the CSAT of these pages or clusters and identify best practices.”