Weitere ähnliche Inhalte
Kürzlich hochgeladen (20)
Voluntas Housing Improving Customer Service And Satisfaction
- 2. Background “All truths are easy to understand once they are discovered; the point is to discover them” Galileo © Voluntas MRS Ltd
- 5. © Voluntas MRS Ltd Message 1 Make sure you know how you will use the answers before you ask the questions
- 6. Message 2 Look for the ‘why’ as well as the ‘what’ © Voluntas MRS Ltd
- 7. 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
- 8. © Voluntas MRS Ltd Message 3 Use customer profiling data to highlight pockets of dissatisfaction
- 9. © Voluntas MRS Ltd Message 4 Use your own data to add layers of intelligence…to get actionable information
- 10. © Voluntas MRS Ltd Message 5 Make sure your customers think the job is finished
- 11. © Voluntas MRS Ltd Message 6 Measure satisfaction as close to the event as possible
- 12. © Voluntas MRS Ltd Message 7 Use free text comments Analyse them together to see trends and themes