October 2016 Closed workshop

As he took up his post, this famous home shopping company’s Customer Relationship Director discovered a large volume of internally reported figures. However, he was shocked that there was no explanation as to why a given indicator had gone from 84 to 82; clues on how to reach 86 were also unavailable. Feedback analysis would at last provide him with some pointers.

Feedback provides this brand’s managers with a better understanding of difficulties and allow them to improve the training of teleoperators when it comes to managing tricky situations. Each verbatim is sent to the teleoperator who replied to the associated customer; complex cases are investigated as to lead to improved treatment.

This car manufacturer has completely reconsidered its satisfaction surveys: instead of asking customers about their compliance with the brand’s commitments through a list of closed questions, the survey now focuses on the free expression of the customer’s sentiment as well as the experience as they lived it.

This bank divided the amount of questions within their surveys by 3 after finding out that the indicators customers were asked to react on weren’t really useful. Once again, free expression from the customer’s part has made it easier to identify actual satisfaction and dissatisfaction criteria.

This estate agent’s Customer Service Director uses Workplace by Facebook (a professional social network formerly known as Facebook at Work) to gradually implement a “verbatim culture” within his company. Each week, a negative message as well as four positive messages are posted in order to get collaborators acquainted with verbatim reading, while agencies get tagged alongside the positive messages they are associated with. This initiative has led to a real interest in the issue, with each agency keen to see its name “tagged” on the company’s network.

Each month, each ExCom member of this financial sector brand has to call back a very dissatisfied customer. This enables them to keep in touch with reality on the ground as well as to keep in mind the importance of customer satisfaction.