Failing to understand your customer is failing to manage your business - it's as simple as that.
"There is only one boss - The Customer; and they can fire everybody in the company from the chairman on down, simply by spending their money somewhere else."
Adactus Customer Satisfaction Service
Traditional methods of collating Customer Satisfaction, such as reply paid cards, are fraught with issues. Cards are typically only returned for the extreme responses (such as, very happy or unhappy customers) and it can be several weeks or even months before the information is collated and presented.
The Adactus CSI service centres around a web-based application that allows call centre operators to collect both qualitative and quantitative feedback from a random sample of customers. Collecting this data over a period of time allows the key metrics to be trended giving management a valuable insight as to whether or not improvement initiatives are working. The Adactus CSI service includes:
- dashboard style screens and reports to present and analyse the customer feedback
- customer data collection and analysis for key stakeholders in the process (sales, service, suppliers)
- alerts to key individuals the instant a poor survey is captured
- action notes can be added to issues to ensure customer feedback is acted upon
- the ability to vary collection targets.
Getting the balance right
Our customers for the Adactus CSI service largely centre around insurers and their supply chain (for example, loss adjusters, motor repairers, windscreen replacement providers, car hire, building networks, restorers) but all businesses can benefit from the Adactus CSI service; for example, we have had implementations where sales and service teams are measured and targeted on customer satisfaction.
When it comes to claims management and fulfillment in the Insurance industry it's a fine line between cost, time and quality. Clearly the cost of any repair needs to be minimised, but equally suppliers have to be readily available to do the work and the quality of their repair work needs to be excellent. It's hard enough for Insurers to acquire customers today, so it is vital that everything is done to retain them. A poor quality claims experience will only make the customer think harder about walking when the renewal date comes around, so it's vital that suppliers are measured against customer satisfaction targets.
Adactus provide solutions direct to end-user clients or through our call centre partners who can offer the independence, staff flexibility, call recording services many of our customers require. They also offer a fixed price per collected survey to enable tight budgets to be managed.
The Kaleideview Solution
The Kaleidaview service run by Golley Slater's Contact Management Centre uses the Adactus CSI service as the foundation to provide a real-time insight into customer experience. Speaking to thousands of customers every month, their tele-researchers obtain Overall Satisfaction Ratings and Net Promoter scores as well as valuable and detailed anecdotal feedback.
All the results are immediately published to the Adactus CSI tool's web based Management Information Dashboard. Accessible to clients and their entire supplier network, this enables the whole organisation to see a real-time and transparent view of customer feedback and satisfaction. League tables, trend analysis and performance against benchmark standards are provided for a comprehensive insight into the customer mood.
Listen to Richard George, Golley Slater's Business Development Manager on his thoughts around measuring customer satisfaction.