Real time customer feedback

How Sabio helped Leeds City Council to achieve real-time customer feedback at a fraction of the cost of previous postal survey campaigns.

Business Challenge

Leeds City Council launched its Contact Leeds initiative to communicate with citizens through one central contact centre. The council then wanted to understand what the citizens thought of the service they were getting – but in a cost and time efficient system with resulting data that could be easily interpreted and used to continually improve the service.

Sabio Solution

Contact centre specialists Sabio recommended the Impact 360 Customer Feedback solution that Sabio would seamlessly integrate with Leeds’ existing contact centre technology and workforce optimisation system. This would provide feedback on recent transactions with results that could be linked with a specific call or agent’s actions.

Results Delivered

The Sabio solution delivers quality feedback at a fraction of the cost of previous paper-based surveys – effective cost per customer survey has been cut from an average of £6 to just a few pence. The solution offers more in-depth customer experience management capability through valuable insight into customers’ perception of staff, processes and services.

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