InsightNow

REAL TIME ACTIONABLE FEEDBACK (Survey 360)

Capturing opinions and feedback from customers, in real-time, brings many advantages. Opportunities for improvement can be seen immediately, the cause of problems identified and business decisions can be taken quickly, based on the most up to date information. It allows companies to drive change proactively rather than reactively.

At the heart of our customer experience management programme is Survey 360. Developed in-house over the last 10 years, our technology delivers an automated real-time survey application which transforms the voices of your customers and your people into insight which is valuable, relevant and actionable. Survey 360 supports surveys via: IVR, e-mail, SMS and web-channels and can be used for a range of touch points:

Contact centre: post call and post-event surveys (i.e. to check if promised actions/ fulfilment have been carried out).
Web-site.
Retail outlets and customer advice centres
Sales and service visits.
Marketing events and conferences.

Looking more specifically at the contact centre, as well as the customer's opinions being captured by survey, the agent, the team leader, coach or quality controller's observations can also be recorded and analysed. These surveys are then linked together to provide a deep insight into the factors that contribute towards a positive customer experience.

Our real time dashboards and on-line reporting portal deliver this insight directly to the right people within your organisation enabling you to optimise the efficiency and effectiveness of your supporting business processes. However, results are not only delivered to the senior executives and decision makers but also to the agents too, showing them how they are performing in comparison to their peers. For many of our clients, this in itself has resulted in an upward drive of First Call Resolution and ensures the ongoing improvement and delivery of positive customer experiences. The results can also be used to reliably support Performance Management, such as staff training needs and career development, as well as drive pay and incentive schemes for your staff to make their roles more fulfilling.

Survey results can be analysed by a range of attributes including:

Time.
Organisational structure (drill downs from a corporate level to individual agents).
Location and or Supplier structure (for multiple sites with a mix of captive and outsourced providers).
Reason for call and/or call outcome.
Individual survey scores (to identify best practice and performance variances).
Coded verbatim comments (great for identifying and communicating Wows and Glitches).

Click here to learn more about Survey360 or here to register to receive our case study on how we worked with the Legal & General.

"Our customers rightly expect an exceptional level of service from our first-line employees. We needed greater visibility over customer perceptions, and we wanted to develop and engage our people at the same time. Insight Now helped us achieve both of these objectives. Insight Now developed a bespoke email and telephony survey solution, linked intelligently to our existing CRM, which enabled us to highlight knowledge gaps, repeat calling patterns and gather direct customer feedback. This sat alongside a series of daily MI dashboards, to our specification, to track key indicators such as FTR and overall customer satisfaction. Insight Now have worked enthusiastically and professionally to provide a system which fits our needs. The system has been flexible and provided insightful management information. It was easy to install, and web based, so no additional software was required on the client side. Only a daily data transfer was needed, to link up our CRM information. The team at Insight Now offered additional advice and guidance to analyse the data we have collected. They have always been a pleasure to work with, and responded to our needs quickly. The survey tool proved to be a great success and has given us the information we need, to get closer to our customers, and ultimately provide a better service for them. "
Greg Ferrari, Customer Services, Director Edexcel & Pearson UK

"The InsightNow approach provides us with a new means of measuring real time satisfaction levels with customer interactions at advisor level, in order to get greater focus on customer satisfaction and in particular call resolution and reduced levels of unnecessary contacts. Early indications are positive - the CSAT scores delivered by the pilot team, as measured by our traditional research measure, hit an all time high 2 months into the pilot and there is a feel about the team that the Customer has just become even more important now…"
Jon Bowen, Head of Customer Service, The Co-operative Financial Services

Our objectives were twofold: to ensure our sales people are providing excellent, understandable and fair advice during each appointment and to use feedback from every customer meeting to improve the way our sales team engage with our customers.

span class="quote">Using the feedback from the pilot, the InsightNow team worked with us to design a suite of surveys and real-time dashboards to enable us to evidence our compliance with Treating Customers Fairly (TCF) principles as set down by the Financial Services Authority (FSA) and monitor overall satisfaction with the service and advice that customers receive. The surveys also give our advisors a voice by asking for feedback on areas where Legal & General can improve its products and services.

This real time feedback enables my management teams to track the performance of individual advisors and be able to benchmark performance and where areas for improvement are identified, to take action quickly. In addition, the advisors themselves can see their own results at anytime enabling them to more effectively develop their skills based on immediate feedback from the people they serve.
Owen Lewis – Director, Employed Sales Force, Legal & General UK

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