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.

3 Steps To Success

We follow a three step process for all of our projects to ensure success:

Discovery

The first step is to understand your customer experience operations and the technology you use. We’ll keep your customer front of mind, whilst engaging with key stakeholders throughout, to ensure objectives are more easily achieved. This approach helps us determine the right focus, very quickly.

Design

The next step is to use all of the
information gathered during the discovery phase. Based on our findings we’ll re-design any area that needs attention, to ensure every touchpoint is effortless for your customers and profitable for your business, whilst creating an environment of
continuous improvement.

Implement

Finally, we’ll work alongside your own teams to implement your new service, whether using your own technologies or rolling out new ones. We’ll also keep a close eye on the agreed objectives and KPIs to ensure you maximise the benefits and return on investment now and in the future.

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 about the customer experience, 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; if not don’t ask it. 

C-sat comes into its own when you want to measure the here and now, capturing customer sentiment about a specific interaction. C-sat also enables clear benchmarking and comparison against other channels, teams, products or services.  

Finally, customer effort is becoming increasingly valuable because ease of interacting with an organisation is now proven to have significant link to loyalty and increased lifetime spend. It also enables quick effective pin-pointing of high effort points in the journey which can then be analysed and improved add value to continuous improvement programmes 

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 to understand things on a longer term basis 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 up the process and tell you what is going on, through real-time dashboards. 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 add a simple rule like ‘every 10th’ caller and then benchmark their scores against colleagues. If their 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 away the cherry picking aspect but also reduces effort for the advisors and keeps average handling time down.

Blogs and Case Studies

  • Telephony & IVR
    Top tips for recording your own IVR and on-hold voice messages
    READ MORE
    March 18, 2020
    Blogs, Industry news, Our Thoughts
    With Coronavirus widespread, your contact centre is having to adapt ...
  • Emotions In The Customer Journey
    READ MORE
    November 7, 2019
    Blogs, Cost Reduction, CSAT
    I travel around a lot with work and often stop to grab a coffee...
  • James-Hay
    James Hay Partnership
    READ MORE
    September 25, 2019
    Case Studies, CSAT
    Situation: Constant negative NPS score when completing post interaction surveys by post. This...

Keep In Touch

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Keep In Touch

In order to provide you with the requested information, we need to store and process your personal data. For full details on how we store your personal data for this purpose, please refer to our Privacy Policy. Please note we may also send you other related content.  


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