Marketing ops · Production

Verint Voice of the Customer Solutions Help Saint Louis University Improve Website Usability and Community Engagement

The problem

SLU's 9,000-page website serves approximately one million annual users across diverse constituents, making continuous feedback governance difficult. Periodic user studies were insufficient to ensure ongoing meaningful connections with prospective students, current students, and families.

Workflow diagram · grounded in source

Branching survey collection

trigger

“The sophisticated ability to branch surveys enables us to personalize the engagement. In the event of a good or bad experience, we can funnel visitors into different survey options.”

Automated feedback capture

ai_action

“Verint Predictive Modeling can automatically capture and measure feedback across touchpoints, interactions, and formats, consolidating feedback data in a single place.”

Priority Index scoring

ai_action

“The solution's patented Priority Index calculates experience scores for all touchpoints, then ranks them by lowest score and highest impact. This quick, intuitive visualization can be especially helpful for detecting sudden changes in cu…”

Performance reporting

output

“A set of easy-to-use tools enables authorized users across the organization to quickly check performance, drill down, or run reports to share.”

Leadership reporting

output

“SLU provides regular reports to its leadership as consumer feedback is crucial to satisfaction scores—a key metric.”

Closed-loop action

feedback_loop

“the solutions enable the organization to capture, analyze, and act on feedback from prospective students, current students, and families in a closed-loop process across the entire university.”

Reported outcome

SLU can now stay abreast of and address issues across its 9,000-page website, surface issues beyond the website to improve programs and processes, and improve overall community engagement through continuous objective feedback measurement.

Reported metrics

Website pages monitoredStays abreast of and addresses issues across its 9,000 pages of website content

Annual website visitorsapproximately one million

Program and process improvement beyond websiteSurfaces issues beyond the website to help improve programs and processes across the university

Community engagementImproves overall engagement with the community

Show all 5 reported metrics

website pages monitoredStays abreast of and addresses issues across its 9,000 pages of website content

annual website visitorsapproximately one million

program and process improvement beyond websiteSurfaces issues beyond the website to help improve programs and processes across the university

community engagementImproves overall engagement with the community

ticket handling speedchanges happen almost instantaneously

Reported stack

Verint Voice of the Customer solutionsVerint Survey ManagementVerint Predictive ModelingVerint Platform

Source

https://www.verint.com/case-studies/verint-voice-of-the-customer-solutions-help-saint-louis-university-make-more-meaningful-connections-with-students-and-staff/

Read source ↗

Frequently asked questions

What did this team achieve with this AI workflow?

SLU can now stay abreast of and address issues across its 9,000-page website, surface issues beyond the website to improve programs and processes, and improve overall community engagement through continuous objective…

What tools did this team use?

Verint Voice of the Customer solutions, Verint Survey Management, Verint Predictive Modeling, Verint Platform.

What results were reported?

Website pages monitored: Stays abreast of and addresses issues across its 9,000 pages of website content; Annual website visitors: approximately one million; Program and process improvement beyond website: Surfaces issues beyond the website to help improve programs and processes across the university; Community engagement: Improves overall engagement with the community (source-reported, not independently verified).

How is this marketing ops AI workflow structured?

Branching survey collection → Automated feedback capture → Priority Index scoring → Performance reporting → Leadership reporting → Closed-loop action.