Let Your Customers Lead The Way

Daisy Group plc is a fast-growing independent UK supplier of cost-

effective services and bespoke unified business communications solutions

to SME, mid-market and corporate businesses. They have been providing

unrivalled and award-winning customer care since 2001. Daisy believe in

listening to and learning from their customers, Rant and Rave lets them

do this at one of their key moments of truth – straight after a customer

service call.

On completion of a call customers are transferred to a feedback platform

where they can rate their experience and leave any additional free-form

comments they may have. Award winning text analysis is then used to

understand every word. Results are presented back to decision makers in

an easy to read dashboard, alerting them to opportunities for praise and

areas in need of improvement.

Crucially Daisy can react to customer feedback quickly – those using the

dashboard can see a broad overview of trends as well as drilling down to

individual customer comments, the time of the call and which agent they

spoke to. Monthly email updates are sent from Daisy senior staff to call

centre employees giving those who have received positive feedback

special recognition, or highlighting areas of concern. Daisy use the insight

gathered from the system not only to rectify customer issues but also to

influence staff training and strategy going forward.

The service was first implemented in 2008 and in June 2011 Daisy

completed their first full month without a single piece of negative

feedback, something that they have directly attributed to the impact of

Rant and Rave.

“Since using Rant & Rave we have made significant improvements to
our processes, procedures and service offerings, resulting in a dramatic
increase in our customer satisfaction scores.”

John Winter - Customer Loyalty Team Manager