Customer Feedback

Use customer feedback to help you achieve an effortless customer experience

Customer Feedback

Use customer feedback to help you achieve an effortless customer experience

Our customer feedback solutions help you to see where the pain points are in the customer journey, and make decisions based on accurate and real-time information.

By auditing all areas of the customer experience, we can also pin-point with precision which areas actually need re-designing (not just what you think need redesigning) saving you time and money.

We use this insight to design experiences which positively influence customer behaviour across every touch point and mean you achieve your objectives.

Customer feedback solutions for any business

More robust measurement of CX metrics

See where the pain points are in the customer journey, and make decisions based on accurate and real-time information.

Real-time feedback enabled with technology

Access near-live intelligence so that changes can be found and acted on quickly and in the moment to avoid more serious issues escalating.

Greater insight & improved decision-making

Greater insight provides greater precision and enables the budget and effort to be targeted in the right areas for maximum benefit.

How We Do It

Discovery

We use the discovery stage to look at your current customer journeys and technology to determine where the focus needs to be.  We’ll consider your customers and engage your stakeholders throughout the whole process so that your project objectives will be more easily achieved

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Design

Using the information we gather during our discovery days we use our expertise to re-design your customer journeys enabling you to maximise every contact and deliver the best possible customer experience

Implement

Working alongside your teams we assist in the implementation of your new journeys whether utilising your existing technology or rolling out new technology solutions

We strive to make our clients happy

so, let's be happy together

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The increase in telephony NPS for major examinations board

We strive to make our clients happy

so, let's be happy together

+ 0
The increase in telephony NPS for major examinations board

Ask Us Anything

All three measures tell you something different and it’s important to identify exactly what it is you want to know and what gives you most value. For example, there is no point measuring NPS if you are a public service with no competition. Likewise, if you are measuring NPS you need to decide if your customers really are likely to recommend your product or service (debt collection for example), if not don’t ask it

If you want to gather feedback about the quality of an agent or getting in touch with you, post interaction surveys are most useful. These are are best done as close to the interaction as possible, often in a post call IVR, SMS or on social media. If you want understand things on a longer term relationship level you can use less immediate channels such as email.

Understanding what your experience is like for your customers is extremely valuable if the insight is used effectively. Using analytics can speed the process up and tell you what is going through real time dashboards and backing this up with internal continuous improvement processes is a powerful combination.

Using the feedback you gather to make specific improvements can be tracked through a clear measurement framework. Most customer contact channels provide statistics on volumes and contact types and adding some commercials around that to provide a cost per contact will really help demonstrate ROI from the improvements you make.

Customers are asked for a lot of feedback these days so we need to be conscious of that. However if your survey is low effort to complete and you put in some ‘no repeat’ rules to ensure you don’t ask the same customer too many times and you can demonstrate that you listen to the feedback and act on it, your customers won’t mind you asking them for feedback.

Make your survey low effort by making the scoring mechanism easy, quick and only ask the questions you really need to ask.

There are 2 ways you can do this. Firstly, if your advisors are self selecting respondents you can out a simple rule like ‘every 10th’ caller and then benchmark there scores against colleagues. If there scores are consistently higher they could be cherry picking. Or they may just be a brilliant advisor! Secondly, you can use the survey platform to ask customers to take part without the knowledge of the agent. This takes way the cherry picking aspect but also reduces effort for the advisors and keeps average handling time down.

Blogs and Case Studies

James-Hay
Case Studies
admin

James Hay Partnership

Situation: Constant negative NPS score when completing post interaction surveys by post. This was causing growing concern within the business as the customer experience was

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Legal & General
Case Studies
admin

Legal & General

Situation: Legal and General Home claims department were receiving customer complaints from customers who kept having to explain their claim every time they called

Read More »

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