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Home / Blog / True Insight

True Insight

Thursday 19th June 2014

It is well known that the only true insight a company can receive on customer satisfaction is by asking the customer directly. Millions of pounds are spent each year by companies performing surveys over the phone, by SMS, by email, in the street and yes, by post.
We also know there are lies, damn lies and statistics, yet many business are run on decisions made by poorly constructed surveys that yield metrics with more holes in than a packet of polos.
So let’s be professional. With real time call survey technology and industry benchmarking metrics like NPS (Net Promoter Score), APS (Agent Performance Score), CES (Customer Effort Score), and FCR (First Call Resolution) available to small companies as well as the larger call centres, we can all start to measure accurately and therefore management more effectively.
Drive Satisfaction is a leader in this field, helping companies support each individual and raise their game, aiding them to work within the team improving customer experience which ultimately affects the bottom line. Drive Satisfactions unique ‘cherry blasting' formula designed to stop agents from ‘cherry picking’ the best customer feedback, as well as its complaint handling system that helps to turn a customer’s negative experience into a positive one, has set itself up to be a game changer across industries. Once and for all we can lay the guessing aside and accept that the only feedback that genuinely counts is the feedback from our customers and that this feedback is accessible, affordable, and to be competitive today, it is essential.
While gaining a true insight into customer behaviour can be scary for most agents and managers as it takes away their ability to manipulate figures for their personal benefit, ultimately a system that engages people has proven to be far more rewarding and unleashes the true potential of your team as the whole group uses the true insights to focus on improving your customers experience.
Chat with us to learn more. Call 0330 303 4321.

Posted on June 19th 2014 at 05:44pm by Adam Norsworthy

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