The Usual Questions

Systino measures and maintains customer loyalty. With Systino you understand precisely what your customers think of your service and configure automatic responses based on their level of customer satisfaction. This increases the number of referrals you receive, and reduces the number of customers that are lost forever.

The Net Promoter^® Score (NPS) is a management tool that can be used to gauge the loyalty of a firm's customer relationships. It measures customer satisfaction based on how likely each customer is to refer your company to their friends and colleagues. As customers respond to these one to two-question satisfaction surveys, NPS is calculated by subtracting the percentage of detractors from the percentage of promoters (see below).

Promoters are customers that love your company. They recommend you to their friends and anyone else who will listen. You’ve done something that makes them feel like they got more than they expected. We want every customer to be a promoter.

Passives are customers that aren’t passionate enough about your company to recommend you. They’re basically happy, but with a middle of the road view that is usually caused by something not being quite right – we help you find out what that is so you can fix it. Also, you’ll probably find that their “issue” is the same as that of other passives, so fixing it addresses more than just one customer’s concern. Systino enables you to turn these customers into promoters.

Detractors are not happy with you and they’re more than happy to tell everyone what a lousy experience they had with your company. Detractors are bad for business. We provide the perfect platform for them to air their problems so you can find a way to fix them and keep the customer from leaving. You actually have an opportunity to turn detractors into your most loyal customers.

An incentive is a coupon, gift certificate or other reward you can give to customers based on their actions. We have found that offering incentives doubles your likelihood of geting response from your customer. Through our extensive partnerships with a variety of online merchants, we can offer you incentives at more than a 70% discount off the face value of the coupon or voucher.

Whether you use incentives or not is totally up to you. You can send everyone who responds to your survey an incentive or you can use their response to determine whether you will reward them. Through our partnerships with many national brands, you can reward customer referrals with perks that range from free coffee to a steak dinner.

At Systino, our primary focus is always on the business effects of achieving genuine customer loyalty. To reach this goal and serve our customers most effectively, we have to be a partner who understands your business model inside and out – we have to have laser-like focus. Systino’s emphasis on the franchise business model means our product is built exclusively to meet the needs of this dynamic, fast-growing industry – your needs. So while Systino software can be used effectively outside the franchise model, we continue to focus our development and support efforts on meeting every need of the franchise community.

We don’t need to customize it for you.  Systino is already built to your specifications.  You load the modules and reports you want to use.  You select your incentives and your surveys.  You can even upload your company logo and customer database.

You can set up an unlimited number of users.

Absolutely. The franchisor can set up franchises as users on a corporate account and add each individual location, enabling loyalty to be measured per company, franchisee, or individual location.

Absolutely. Not only are your account, reports, and customer information password protected, but all information is stored on our secure server system. In addition, Systino does not and will not sell, distribute, market to, or otherwise use the email addresses and/or customer information that you put on the system for any other purpose than what we've described to you.  We do use the information collected from your customers to help you and the rest of your franchises improve but we do that in a way that is completely confidential.

Systino was designed to perfectly meet the needs of franchise brands and their franchisees without any customization and with virtually zero setup time. Many non-franchise businesses operate using similar models and may be able to implement Systino’s full functionality just as easily, gaining the same business value that our franchises receive. If you’re not a franchise, but are interested in exploring what Systino can do for you, please just give us a call at 877-SYSTINO or email us and we can let you know in just minutes whether your business might be a good fit with Systino.

To take full advantage of Systino, customer surveys are automatically sent to your clients, and their reviews are automatically sent back to you in a simple reporting format. If you do not currently collect customer email addresses as part of your business process, you will need to do that in order to optimize Systino’s performance. But don’t worry, we have other customers who have gone through this exact process and now have all the addresses they need! (And we’re happy to tell you how they did it – just give us a call at 877-SYSTINO!)