Ensure Feedback Is Captured At Every Moment Of Truth
Increase Response Rates And Accuracy Of Feedback
The most important aspect of capturing feedback is timing. Response rates increase 10% to 12% and accuracy increases by 40% simply by requesting feedback straight after service delivery.
Our experience has shown us that the best way to gather feedback from customers at the Moment of Truth is via their mobile phones. Mobiles are “the only personal form of mass media” and statistics show they are never more than 6 feet from their owner. Despite this only 6% of companies have a customer engagement strategy that embraces mobile! Our feedback capture systems are designed to make the most of the mobile channel, letting customers share their views straight from their phone.
We also know that some customers might prefer a different way of sharing their views about a company, that’s why we’ve developed a unique multi-channel approach. All of our channels are designed primarily with customer convenience in mind, allowing our clients to achieve high response rates and to gather accurate, actionable feedback.
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We use both Pro-Active and Active capture channels, working closely with our clients to design solutions that compliment their existing processes so they never miss a moment.
Pro-Active Capture Channels
Our Pro-active channels are designed to integrate seamlessly in to our clients systems letting them pro-actively ask for feedback at every customer touch point.
Feedback requests can be sent out automatically after a delivery, purchase online, confirmation of an order or whenever else you interact with a customer.
Our pro-active channels include:
- Text message requests that customers can reply back to directly
- Text message requests that direct customers to a mobile internet survey
- Email requests through to a web survey
- Transfer to a recording platform for verbal feedback following a customer call
- Voice message request through to a verbal feedback recording platform
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Active Capture Channels
Our multi-channel capabilities mean that customers can leave feedback at the time and in the way that they want to. As well as proactively asking customers for feedback it is important to give customers a constant way of sharing their thoughts whenever they feel the need.
A simple strap line inviting feedback in an email signature or a poster displaying a way to leave comments via text message will ensure that they can always share their views.
Our Active channels include:
- Our unique feedback shortcode 66099 - includes text, picture and video capture
- Twitter #66099 – the way to identify feedback on Twitter
- QR codes that lead through to mobile surveys
- Web widget - the ability for customers to leave feedback on EVERY webpage
- Feedback requests on ALL customer emails
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Acknowledgements & Alerts
When a customer decides to share their insight with a company it’s vital that they are thanked for giving their time. All of our feedback channels come with the option of automatically sending an acknowledgement to anyone who shares their views, these messages can even be tailored to reflect the nature of the feedback received.
Crucially alerts can also be set-up so that when insight is received it is highlighted to the relevant business area so that they it can be acted upon quickly.
