No guesswork, no long wait times.
See your service through customers’ eyes
Collect feedback after each service interaction to identify what worked and what needs attention.
01
MOMENT
Collect feedback after the service interaction
Customers remember the details of a service encounter most clearly soon after it happens. Delayed research can reduce a specific experience to a general impression.
Canvass reaches customers through familiar mobile channels after the interaction. They can describe what happened while the people, steps, and outcome remain clear.
Find where the service journey creates friction
A service experience often moves through booking, arrival, delivery, payment, and follow-up. A problem at one stage can shape the customer’s view of the entire interaction.
Conversational surveys ask customers to describe the journey in sequence. Canvass analyses the responses so service teams can locate recurring delays, confusion, or failed handoffs.
02
JOURNEY
03
CHANNELS
Compare experiences across channels and locations
Customers may receive different levels of service across branches, field teams, call centres, or digital channels. An overall score can conceal where the experience changes.
Canvass connects each response with the channel or location included in the study. Service leaders can compare patterns while collecting only the respondent information required for the research.
Measure the gap between expectation and delivery
Customers judge service against what they expected before the interaction. Satisfaction can fall when the process delivers the technical outcome but misses the promised timing or level of support.
Canvass asks what customers expected and what they experienced. Teams can see which commitments require clearer communication and which parts of delivery require operational change.
04
EXPECTATIONS
05
PRIORITIES
Identify the service problems to address first
Individual complaints can be urgent without representing the most common service problem. Leaders need to compare how often an issue appears and how customers describe its effect.
Canvass groups recurring explanations in dashboards and compares them across the study population. Teams can direct improvement work toward the issues affecting the largest or most important customer groups.
Preserve the context behind service findings
Service changes require evidence that identifies the interaction behind each reported experience. Without that context, teams cannot tell whether a finding reflects one event or a wider process.
Canvass authenticates responses and preserves the study details needed for review. Leaders can connect each finding to the service channel, location, and customer group examined.
06
EVIDENCE
No guesswork, no long wait times.