Optimize CX Through Improved Operations
Measure and monitor customer satisfaction to quickly spot and resolve issues, improve processes, make efficiencies on staff rotas, identify cost saving and investment opportunities, as well as improving overall experience.
MAKE OPERATIONAL EFFICIENCIES
Monitor your KPIs to identify patterns, predict future demand and change rotas to become more efficient.
Compare satisfaction scores against employee rotas. For example, if you regularly receive low scores for one block of toilets at a similar time of day, make some changes to the cleaning schedule.
MAKE DATA-DRIVEN INVESTMENTS
Use customer feedback to identify which facilities are in need of maintenance or complete refurbishment and see which have a negative effect on customers to prioritise where you invest first.
Compare results across all locations, see how they perform for each KPI. Create friendly competitions or league tables to encourage teams to strive to improve. Share best practices to help lower performing sites increase their scores.