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postal-based customer surveys were costing them over Ł5 per survey to collect, and that the resulting data was often out of date by the time responses were analysed.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.”