Measurement
Training without measurement is just a workshop.
Insaight integrates QRate into every client engagement so you can see whether the change is holding, not in a quarterly report, but the day after it happens.
You have trained your teams. Refined your processes. Invested in your people. But how do you know if any of it is actually working — not in theory, but on the ground, today?
Most organisations find out too late. A complaint surfaces. A score drops. A good staff member leaves. By then the window to intervene has already passed.
Measurement is the stage most CX programmes skip or do inadequately. And it is the stage that determines whether everything before it was worth the investment.
At Insaight, we use QRate as the measurement layer for every client engagement — giving organisations real-time visibility into what is actually happening at their frontline, so they can act while it still matters.
What QRate measures
QRate captures five signals in one real-time dashboard:
Brand Rating
customers rate their overall experience via QR code at the point of interaction. Captured instantly, no app download, no login, no friction. The fastest signal from the moment that matters most.
Net Promoter Score
(NPS)
The industry-standard measure of customer loyalty, captured in context alongside the interaction rather than in a survey sent days later. A score with meaning, not just a number.
Customer Intelligence
Structured qualitative feedback that goes beyond rating scales. Customers tell you what specifically happened, what could have been better, and what made them stay or walk away.
Internal Quality Monitoring (IQMP)
Managers and team leaders evaluate frontline staff performance against your own service standards and SOPs. Trackable by branch, team, and individual — consistently, in real time, not just during audits.
Employee Sentiment
Frontline staff answer one simple question at the end of every workday about how they feel. Tracked over time and viewed alongside customer data, it is your earliest signal that something is shifting before it shows up in your scores.
Why this matters for Insaights clients
Training changes behaviour in the room. QRate tells you whether it changed behaviour in the field.
When Insaight delivers a training or coaching programme, QRate provides the data to track whether the improvement is holding by branch, by team, by individual. Managers can see patterns forming before they become problems. Coaches can use real data in sessions rather than relying on anecdote. Senior leaders can see the ROI of their CX investment in real time.
A national financial services organisation that implemented QRate's internal quality monitoring module alongside an Insaight training programme saw quality scores improve by 20% over three months, not because they ran more training, but because managers finally had consistent, real-time data to coach from.
Three variants for every stage
QRate Lite
Core customer feedback with brand rating, NPS, and AI-assisted summary. Available free for one year through selected partners. Ideal for SMEs starting their CX measurement journey.
QRate Pro
Adds internal quality monitoring, deeper analytics, and multi-location tracking. For organisations managing consistency across multiple branches or outlets.
QRate Max — the full platform. All five signals, voice feedback capture, AI sentiment analysis across text and voice, real-time in-app response, and multi-channel feedback via secure API.