Customer Feedback: A Hot Solution in 2007

While there are hundreds of different technology solutions available to contact centre operators, occasionally one comes along that can make a real difference. 2007 saw the first roll out of Customer Feedback, a Web browser-based approach from Verint Systems that Sabio believes will significantly change the way contact operations collect and process customer feedback.

Verint’s Impact 360 Customer Feedback solution uses short, context-sensitive dynamic surveys to capture information from customers across a range of channels. It helps organisations make informed business decisions by capturing and analysing customer feedback – and the context in which it was provided – in real time.

It’s certainly already proved successful at organisations such as Leeds City Council who found that traditional postal-based customer surveys were costing them over £5 per survey to collect, and that the resulting data was often out of date by the time responses were analysed.

According to Alec Maycock and the team at Contact Leeds - who worked with Sabio to implement the UK’s first Customer Feedback implementation – “we’ve now got an approach that delivers immediate feedback based on what customers are saying today. Our cost per survey has dropped from pounds to pence, and we’ve got a feedback system that delivers exactly the kinds of inputs outlined in HM Treasury’s October 2007 Service Transformation Agreement Strategy. Thanks to Sabio and Verint’s Customer Feedback technology, we’ve created a best practice process that allows us to respond to our customers’ needs rather than operate on a more traditional service-centric contact strategy.”