Service Systems Wireless Feedback Overview - 2016
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Transcript of Service Systems Wireless Feedback Overview - 2016
Store Name01 Sep 2012 - 30 Sep 2012
07:00 - 19:00
584
90%
Excellent 476 82%
Average 29 4%
Poor 79 14%Total
Target
Total Results
Volume over weeks
Percentage over weeks
Volume over hours of the day
Sample Service Survey Report Sample Service Call Report
Store Name01 Sep 2012 - 30 Sep 2012
07:00 - 19:00
Wireless Customer Feedback: Overview
5 Question Survey Pad
www.servicesystems.co.za
1 Question Survey Pad
Service / Call Pad
Real-time customer feedback monitoring
Managers and department heads are linked up to the feedback system using
Telegram, a free Instant Messaging app similar to WhatsApp
A group is configured for each site, keeping key staff members informed of
service related issues
Immediate service recovery can be implemented when a customer experiences
poor service
Roads & Traffic Dept
Customer Service SystemCounter 7 rated question 4 poorly "Were your expectations met?"
12:24
Jane ThomasVisited the counter and spoke tothe customer. He was irate becausehe was unsure about the forms heneeded. I showed him and resolvedhis enquiry. 12:27
Call Pad Indicator (CPI) - optionalThe CPI indicates areas in which a customer requires assistance.
The LED will stop flashing once the call request has been
canceled in that department
It is typically located at the information desk.
Service Call & Survey PadsAll customer feedback is reported online or via email
Poor presses send real-time messages to managers phone
and Service Indicator pad
30 second delay between button presses to avoid tampering
Audible feedback on button press
When Call for Service is pressed, an instant message is sent
to managers/staff members handsets
Calls are escalated if a customer is left unattended
Response times are indicated in the group IM chat, as
well as in daily, weekly and monthly reports