We’re improving the way we receive feedback from our customers.
We’ve recently started working with Rant & Rave to address all areas of our customer experience. We want to transform ranters into ravers, turning those unhappy into satisfied customers.
Rant & Rave offers real-time customer feedback without the drag of long surveys. Customers will simply be asked to rate their experience and explain their rating in a few words, like what you would write on Twitter or Facebook.
Using a sentiment engine, Rant & Rave will be able to recognise and analyse the positive and negative words that a customer enters into the survey. This then generates a numeric score that rates our performance. The tool will present all of the information captured via dashboards, which we will be able to link to our own reports.
Customer feedback will be split into two areas initially: Key Value Indicators (KVIs) for issue resolution, which will be used when sending a response to a customer contact and general feedback through a ‘listening post’, where the customer can provide general feedback at any time on anything.
“This new service is an exciting development for Xoserve and marks our continued commitment to listen to the feedback offered by customers,” said Adam Jones, Customer Insight and Marketing Specialist. “Bringing the voice of the customer front and centre within the business will genuinely have an impact on our service delivery and improve the Xoserve customer experience. Look out for more information over the coming months.”
In the meantime, if you have any questions about how we will be using Rant & Rave, please contact Adam Jones.