InsightNow is helping us develop a true customer-centric culture that is already delivering significant insight into return on investment opportunities, not only in relation to our end-to-end customer experiences but also our overall business performance. It is helping us put customer feedback at the heart of our improvement processes so that we are more able to deliver great customer journeys.
Jamie Nicholson, Customer Service Coordinator Allianz Claims UK
The pilot implementation of Survey 360 in our Petplan business was our first foray into real-time customer feedback and as a result our objectives was to understand what our customers felt about our products, service delivery processes and customer experience provide by our agents. In addition we wanted to get a deeper understanding of how we could integrate survey feedback with operational data to enable detailed rollout plans to be developed.
We were delighted by the customer response to the pilot;, we received almost 4500 surveys of which just over 3000 had associated verbatim comments. Getting high-quality objective feedback that we could analyse by:
- Reason for call
- Call outcome
- Organisation (teams and agents)
Provided a level of insight that enabled us to get a much richer understanding of the end-to-end customer experience, in particular the stress points that we could focus on to implement quick wins that would improve the quality of the customer experience and reduce our operational costs by reducing repeat calls and “failure” demand.
Finally the teams and agents participating in the pilot really enjoyed the experience and it gave us the confidence and expertise to plan the deployment of surveys to other business units throughout the remainder of 2010. InsightNow were easy to work with and provide me and my team with much deeper understanding of customers needs and the quick win opportunities for taking what is currently a good experience to the next level.
Adrian Mitri, Director Operations, Allianz Retail
We have been running Survey 360 for almost 30 months to capture feedback from our internal business customers who use our Service Desk. We consistently get response rates in the region of 30% to a questionnaire that contains a mix of scores and verbatim comments that helps us understand what our customers really feel about the services we provide.
We have been able to use the feedback to improve our overall performance and the most recent operational change we have made is to introduce resolver group who’s focus is to ensure incidents that are handed-off to other parts of IT are tracked and managed on behalf of our customers. This change was a direct result of analysing the customer verbatim comments in conjunction with the scores and realising we had a gap.
What we like about the InsightNow approach is the statistical analysis they run that links the key competencies of our agents (knowledge, communications skills etc) with the business outcomes we are trying to control (customer satisfaction with the way the call was handled and call outcome plus the Net Promoter Score). As a result we have been able to identify what good sounds like from a customer perspective, identify best practice agents and target the recruitment training to increase our overall scores.