I just wanted to say that I’m absolutely delighted with this new CSAT system. I can’t believe the Co-op have a tool that’s so useful. I’ve been here 6 years nearly and seen absolutely nothing like this.
Mark Powell, Team Manager, Customer Contact Centre, The Co-operative Insurance
I would conservatively describe myself as “blown away” by how good it looks, and works. I’ve seen a lot of these in the past and this is, without doubt, the best I have ever seen.Everyone your end and our end has worked hard to get this up and running recently and that effort has delivered something to be truly proud of. Fantastic job!
Adrian Morley, Customer Experience Manager, Customer Relations, The Co-operative Banking Group
The InsightNow team shares our view that the most powerful application of customer feedback occurs when the people delivering the service at the front line engage with it to drive their own performance. This common understanding has formed the basis of a highly collaborative and positive client relationship focused on a clearly understood set of objectives. The support has been excellent throughout each phase of the project and very much the partnership model we were looking for.
Adrian Morley, Commercial Manager, The Co-operative Banking Group
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…