Improving Customer Service and Satisfaction using Real Time Independent Feedback © Voluntas MRS Ltd
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Improving Customer Service and Satisfaction using Real Time Independent Feedback
© Voluntas MRS Ltd
Background
“All truths are easy to understand once they are discovered; the point is to discover them”Galileo
© Voluntas MRS Ltd
SpecificityGetting
actionable information
© Voluntas MRS Ltd
© Voluntas MRS Ltd
Ask the right questions
© Voluntas MRS Ltd
Message 1
Make sure you know how you will
use the answers before you ask the questions
Message 2
Look for the ‘why’
as well as the ‘what’
© Voluntas MRS Ltd
Moving from ‘what’ to ‘why’…
• What profile data do you hold about your tenants?
• Are you using it to get actionable feedback?
© Voluntas MRS Ltd
© Voluntas MRS Ltd
Message 3
Use customer profiling data to highlight
pockets of dissatisfaction
© Voluntas MRS Ltd
Message 4
Use your own data to add layers of intelligence…to
get actionable information
© Voluntas MRS Ltd
Message 5
Make sure your customers
think the job
is finished
© Voluntas MRS Ltd
Message 6
Measure satisfaction as close to the event as
possible
© Voluntas MRS Ltd
Message 7
Use free text comments
Analyse them together to see trends and themes
© Voluntas MRS Ltd
Thank you
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