The Voice of the Customer verbatim comments we receive from the In-house customer satisfaction survey are invaluable

Transcription

1 Taking the guesswork out of customer satisfaction

2 The Voice of the Customer verbatim comments we receive from the In-house customer satisfaction survey are invaluable An excellent tool to monitor customer feedback We choose to work with In-house because they provide us with verbatim comments from our customers, which we use to monitor our customer feedback and what our customers are telling us. It s a really important feature for us to use and the verbatim comments from the survey are vital. I would definitely recommend Inhouse s customer satisfaction survey Because the information they produce is essential for us to use within the nature of a business like ours and I think any customer focused organisation would benefit from engaging with them. GARRY MCDONALD, PROCUREMENT & SUSTAINABILITY DIRECTOR, MILLER HOMES

3 Since 1999, we ve been carrying out surveys for some of the UKs most admired companies. Enabling them to delight their customers, enhance brand reputations and harness market share. We offer surveys that are flexible and easy to understand, and bespoke online reports to meet your specific requirements. 20,000 SURVEYS completed by our In-house research team every year ONLINE REPORTING updated every 24 hours with survey responses BESPOKE SURVEYS RESPONSE RATES of up to 75% on telephone surveys to meet your objectives EXPERT TEAM to guide you along the way to ensure maximum ROI

4 The In-house Standard: Quick & Easy Setup - with training during implementation and ongoing support Near real time online reporting - Easy to access reports from any available within 24 hours of customer feedback, ensuring problems are identified and can be fixed quickly computer or tablet, you can review performance easily, share with colleagues and extract for board reports. Easy to read dashboards - including Flexible filtering you choose how the performance dials to see how you re doing at a glance data is presented, whether by month, quarter, site, response method, respondent age and other criteria.

5 Voice of the Customer specialists Detailed Voice of the Customer - telling you not just went wrong, but more importantly, the reasons why, giving you all the information you need to performance manage and improve Optional Code Framing - providing you with statistical analysis on Voice of the Customer Comments, making it easier to track trends Alerts - the ability to create alerts based on customer scores or comments allowing you to focus your efforts on the parts of the customer journey that really matter

6 Features Unlock your potential alerts - within minutes of the survey being completed receive survey call reports to your inbox Voice of the customer - giving you all the information you need to make practical business decisions Multiple user licenses - enabling hierarchical access to your data so you can share the relevant information with the right teams, increasing the actionability of your survey data Account management - get access to your dedicated account manager who will guide you through the feedback and give you independent expert advice Talk to us Call us now on , us on info@inhouse.uk.net or visit

7 Don t just take our word for it Benefiting from the power of the database We started working with In-house to gather data. We get clear feedback on what we are doing for our customers. We have been using In-house for many years and can study trends from the past 3 months, 6 months or even 2 years to see how and where we have improved or slipped, and what areas we still need to look at. Accurate data pinpoints where action is needed Our customer service was failing, but we didn t know where it was going wrong. We switched on In-house surveys and from the information provided, we could see which areas were failing and what we needed to do to improve. As a result, in 18 months we have been able to bring about miraculous changes in those areas, turning the situation around completely. DAVID SIMPSON, MANAGING DIRECTOR, MILLGATE 24 Borough Fields, Royal Wootton Bassett, Wilts, SN4 7AX Phone: info@inhouse.uk.net web:

8 APPENDIX 1 Screenshots of online reports

9 Dashboard This shows your KPI scores, NPS Score, recommend score & the percentage of surveys completed at a glance. It s purpose is to quickly identify areas of the customer journey that require attention, and those that are doing well. It can be filtered for specific time periods, customer types, regions, developments or any other filters that you need added to the data. It looks at a single period of time.

10 Trends This shows your KPI scores, NPS score, recommend score and defect performance as a trend This allows you to track whether scores are improving or deteriorating over time. The data can be viewed by month, quarter, year, rolling trends and a host of different filters. It looks at a moving period of time and updates every 24 h o u r s w i t h n e w s u r v e y responses.

11 League Tables This shows your KPI scores, NPS Score & recommend score by region or by site. It shows a fixed period of time of your choosing, and can be used as a league table for competition across sites. It can be ordered on any KPI score, including recommend. It also shows the number of completed surveys for each site so that sample sizes can be taken into account. Filters can be applied to exclude small samples sizes.

12 Voice of the Customer This is a database of all customer comments provided on your surveys. It is broken down by question allowing you to focus your attention to the appropriate areas of the customer journey. You can do key word searches to look for trends in the customer comments and identify patterns. Customer comments focus not just on what customers did not like, but the reasons why; this takes the guesswork out of knowing what to do next.

13 APPENDIX 2 Exports

14 Exports Reports can be exported to Microsoft PowerPoint, Excel or PDF. This makes it easy to circulate reports to your teams or add summary details to the scores for internal reporting.

15 APPENDIX 3 Call Reports

16 Survey s Within minutes of a survey being completed, the results and customer comments are sent via to a distribution list of your choosing. Distributions can be set by region, site, or specific survey scores. There is no limit to your distribution requirements. Data cleansing If we come across any incorrect customer contact details, we can automatically notify you of this via . This gives you the opportunity to update details so your CRM system will always be up to date.