The report is a complete summary of all the SMS's sent within that month. It includes:
Information included in the report |
How it will help you |
Date and time of SOS |
...so that you can verify who was working and
responsible at any given time |
Customer's cell number |
...so that you can follow up and recover potentially
lost customers |
Customer's comment word for word |
...so that you get a true feel of things from your
customer's perspective |
Comments categorized into areas that are
important to your business
|
...so that you can quickly identify high performing
and poor performing areas |
Where relevant, information can be
captured per branch/rep/region, etc |
...so that you can compare and manage different
areas |
A graphic summarizing the
positive/negative comments per category |
...so that you can see at a glance where to focus
energy and resources |
Two important value-adds
Recommendations
With this statistical information, you will receive recommendations of how to maintain or improve service standards. These may include suggestions about training programmes that staff may need to attend, or it may highlight internal issues such as communication breakdowns, poor systems, etc. No-one knows your business better than you, however an external view can sometimes make all the difference.
24-Hour Hotline
Should your organisation receive at least 4 of the same type of complaint within a 24-hour period, you will be notified right away so that you can take corrective action and recover the situation.
Click on the service below to view sample feedback reports
|
