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Experts in customer feedback

Case StudiesSERVICES

E: [email protected] W: www.feedbackferret.com

CASE STUDY BARRATT

Home Design Department listening to customer feedback

Feedback drives action

Impact Analysis enables Barratt Developments to prioritise corrective actions

Barratt Developments wanted to better understand what their

customers require from their new home. They approached Feedback Ferret in 2015 in a bid to understand the issues that their customers raise in their verbatim comments in their surveys. They knew this was the key to providing them with a rich source of insight and actionable information.

Feedback Ferret was asked to prepare a comprehensive programme of customer feedback management and analysis, initially covering the

existing Barratt feedback channels – the NHBC customer survey, completed at 8 weeks and 9 months after completion of new properties.

was to undertake a proof-of-concept study for the housing developer using approximately 5,000 NHBC survey responses. Feedback Ferret analysed the verbatim content of these

perspectives were set up within the Feedback Ferret Lexicon to accommodate the home builder’s requirements and a set of reporting topics covering

the issues that customers were raising in the verbatims were

module was populated with the results for Barratt management to review and act upon. The two overriding themes that are of interest to Barratt are ‘customer service’ (for snagging issues) and ‘house design’.

During the proof of concept in 2015, Feedback Ferret proved their worth by correlating “squeaky doors” to geographical soil types (some of which caused minor movements of house foundations). This

Impact Analysis study left senior management impressed at the

was launched, followed by a national roll out in 2016.

A sophisticated suite of Ferret Reports, underpinned by Impact Analysis, is now prepared and circulated on a monthly basis to the Customer Services Department and the Design Department as well as senior management. Action is now being taken to improve the areas which have the most

satisfaction.


CASE STUDY DAISY

New areas of business More cross-selling reduces churn

Daisy drives customer retention rates

Wweeks of adopting Feedback Ferret for

customer feedback analysis,

some key areas of the business it needs to improve to drive customer retention rates. Corrective action is under way and the management team are already looking forward to

customer feedback tool.Daisy is a B2B

telecommunications company with over 60,000 customers. The company has grown very rapidly over the last 10 years as a result of a dynamic programme of acquisition. The challenge now facing Daisy is achieving organic

growth. They need to sell more products and services to existing customers and improve customer retention rates. They need to better understand where they are getting things right so they can replicate best practice, and identify where they are getting things wrong so they can understand root causes.

After each customer interaction, be it on the telephone or via a sales

asks for feedback. They ask two questions: How likely are they to recommend Daisy as a supplier? Why did they give that score? Approximately 10,000 feedback invitations are sent out each month and the responses are

fed directly into the Feedback Ferret text analysis engine. All feedback data is available immediately to view on the Ferret Explore dashboard.

Daisy is seeing clear patterns in the feedback of where they are performing strongly or poorly – be they particular geographic areas,

or individual people in call centres. Impact Analysis is used to determine which corrective actions will result in the most

retention. This customer feedback data is being used to target

increase cross-selling, reducing

churn and ultimately improving the bottom line.

Roger Watson, Daisy’s Head of Insight, said “As a result of the information Feedback Ferret provides us with, we

areas of the business we need to improve upon. We need to make some changes to product mix, some of our people are under performing so we need to undertake more training, and some of our processes need

action to deal with these and are looking forward to seeing an improvement in our bottom line as a result.”


CASE STUDY ORIGIN

Increased customer satisfaction levels

$250,000 reduction in Ombudsman administration costs through Hot Alert program

For three years, Origin, one of Australia’s largest energy companies, has been using

Feedback Ferret to analyse audio feedback comments from consumers.

Tom Caley, Voice of Customer Manager at Origin explains: “After each inbound call from a domestic customer, they are given an automated outbound call with 24 hours, asking the customer to leave their feedback on an IVR survey which asks just two scores and two verbatim questions. The voice recordings are sent to Feedback Ferret every Friday and the audio content is

automatically transcribed to text for analysis by the Ferret engine over the weekend. It is then loaded onto dashboards ready for 9am every Monday morning.

“The dashboards also have the facility to play back the audio recordings of the customers, which can often help us better understand the problem being talked about, as well as to circulate audio recordings around the business when required. All department heads have their own KPI reports tailored to their function and they are able to view all comments that may be attributed to their team. They can then take

action immediately and carry out

Tom went on: “The Ferret has helped us improve customer satisfaction by highlighting weaknesses in the way we handle complaints. We can talk to unhappy customers and resolve their issues before they escalate to Ombudsman level. Ombudsman

we know that Feedback Ferret has already helped us reduce these costs and increase our customer satisfaction levels.”

This programme has been so successful that the business division has now taken adopted

the Ferret too. Yan Huang, Senior Market Research Consultant says:

Ferret is in analysing audio customer feedback comments and we are now implementing the tool to analyse web surveys. The results are used to continuously enhance customer experience. Apart from drafting the original questionnaire, there is very little we have to do. We send a monthly list of email contacts to Feedback Ferret, they send out the surveys, capture the customer comments and load the feedback onto dashboards. It could not be simpler.”

Reduction in overheads by $250,000 in 12 months


CASE STUDY REASSURE

45 second reduction in average call times

First call resolution improved by 55%

5% improvement in satisfaction rating

Customer retention is a priority for ReAssure (formerly known as

Windsor Life), a UK Life and Pensions company. It is essential that customers have a positive experience when they have made contact with the organisation.

Rather than using a traditional customer satisfaction survey, ReAssure wanted to implement a feedback system that would gather the attitudes and judgements of customers in a way that was quick and and easy for customers. They did not want customers to constrain

their feedback to a limited range of pre-formatted questions that may not have been particularly relevant to them.

Where the customer has provided an email address, Feedback Ferret sends an email invitation to give their feedback about their recent contact with ReAssure. If the customer had only provided a mobile number, an SMS text message is sent, asking the customer to give their feedback either via the web form or to call a simple IVR survey on an 0800 free phone number.

The web form simply asks for a satisfaction score and the

customer’s comments about why they gave that score.

Feedback from the web forms is loaded directly to the Feedback Ferret analysis platform, appearing on the dashboard view within moments. Voicemail messages are converted to text through the fully automated text transcription service. These arrive on the dashboards within 15 minutes.

All feedback data is processed through the Feedback Ferret text analysis engine, identifying the themes, topics and sentiment expressed by customers.

Numerous dashboard reports

Dramatic improvement in call centre performance

make it very quick and easy for ReAssure management to identify the key topics raised by customers and to drill down to the underlying text. Response rates run to more than 14% of invited customers. More than 50% of responses arrive within 2 days of the invitation, providing an extremely fast feedback loop for ReAssure to understand what customers think about their experience.

ReAssure has been able to identify several areas of operations, process and training that need improving from the insight they have gained.


CASE STUDY SANBS

“Pint For A Pint” promotion keeps blood donors coming back for more!

The strength of the quality of customer feedback the South African

National Blood Service has received via Feedback Ferret Comments Boxes is such that the organisation has now set all their donor centres ambitious targets for gathering more comments.

Since installing Comments Boxes in all 169 of their donor centres nationwide, SANBS has introduced new initiatives to encourage more donors to give blood and current donors to give more frequently. Currently, 14% of all blood donors leave

feedback via the Comments Boxes in the each of their donor centres and mobile units. SANBS has set a target for each centre to increase this to 40%.

As a result of the feedback received, SANBS has now installed a WIFI solution in all its centres. The Feedback Ferret Analytics picked it up as one of the leading negative topics mentioned in all feedback.

Another initiative that has been re-ignited to increase customer satisfaction is their “Pint For A Pint” promotion. For every pint of blood donated, customers received a pint of

beer. Feedback gathered through the Comments Boxes indicated that the promotion was sorely missed by

how often customers gave blood. Needless to say, the promotion was quickly re-instated!

SANBS receive weekly, monthly, quarterly and annual reports from Feedback Ferret and have access to all the data via Ferret Explore online dashboards. William Gallacher of SANBS loves the Ferret and have been particularly impressed with the quality of

the service they have received from Feedback Ferret South Africa: “You have used your expertise to guide us into putting our ideas down in a systematic way. The best part is we owned the process in the blood donation industry. We are delighted to work with you; you are true professionals in the feedback industry. I am ecstatic, excited and proud that SANBS is part of this project. I will use what I have learnt everywhere I go and it’s been such a wonderful experience working with Feedback Ferret SA.”

169 Comments Boxes in donor centres nationwide

WiFi introduced as a result of customer comments

Past promotion re-ignited due to heavy demand


CASE STUDY UNIVERSITY OF WITSWATERAND

Comments Boxes used to crack down on racism and help communicate with students

I n 2014, Comments Boxes were installed in all of the faculty reception areas at

Witwatersrand University in Johannesburg in an attempt to solicit student feedback on all manner of university life. Little did anyone think the feedback system would enable the university management to crack down on racism among students.

It soon became evident that the Comments Boxes were being used as an outlet for racist remarks. The University

out who was leaving the

comments as, not surprisingly, they did not identify themselves with their contact details. CCTV was installed overlooking the Boxes and by comparing the timings of the video footage with the timings of the

account.The Comments Box in the

Fees and Financial Aid Reception area attracted a

feedback. As a result of the comments left via the Box, the university realised they needed

for the students and have incorporated an advice line within their call centre. Carol Crosley, Registrar of the University, commented: “The information collected on these devices is proving invaluable to our daily operations. The Ferret dashboard and reports allow the University to easily

as understand, the feedback from both our current students and prospective applicants in a professional

and well–designed format.”Bronwyn O’Neill, Business

Development Director of Feedback Ferret South Africa said: “The versatility of the Comments Boxes never ceases to amaze us. Who would have thought they could be used to stamp out racism in the student environment? It’s also great to see the Boxes being used at the other end of the spectrum – for positively helping inform and communicate with the students.

New advice line helps inform and communicate with students

Feedback helps crack down on racism


CONTACT

www.feedbackferret.com

Find the Ferrets wherever you are in the world

Piers AlingtonManaging DirectorFeedback Ferret LtdCrosby House, Meadowbank,Furlong Road, Bourne End, Buckinghamshire SL8 5AJUnited Kingdom

+44 (0) 1628 681 [email protected]

North AmericaKate HandleyVice President, Client ServicesFeedback Ferret, Inc.150 North Michigan Avenue Suite 2800Chicago IL 60601United States of America

+1 (312) 291 [email protected]

PolandGrzegorz PopekFeedback Ferret, c/o SmartLife Polska, a division of Retail Partner Polska Groupul. 25 Stycznia 1862-080 Tarnowo PodgórnePoland

+48 (509) 445 [email protected]

South AfricaJason WilfordCEOFeedback Ferret SA (Pty) Ltd

Waterford DriveFourways, Gauteng 2055South Africa

+27 (0) 11 251 [email protected]


CASE STUDY FERRET FANS

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