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.

Operations team customer satisfaction illustration
Example of a restroom survey alert

QUICKLY RESOLVE ISSUES

Get notified of any problems as they happen so you can react quickly before the situation escalates.

 

Survey alerts can be set-up for any scoring questions, if a customer leaves negative feedback the relevant nominated person/s will receive an email within 30 seconds. You can respond to the customer quickly and solve the issues so other customer don’t experience the same issue.

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.

Analytics example of a KPI overview
Analytics examples of survey comments

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.

MOTIVATE EMPLOYEES

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.

Example of a locations report

“The ability to collect ongoing member feedback every single day and monitor that feedback along with enquiries from other channels is invaluable. We can see the results changing weekly and satisfaction levels improving.”
Mia Manson-Bishop, Member Experience Director, David Lloyd Leisure