PRESCRIBED SOLUTION: Customer Feedback System
IMPLEMENTATION TIMELINE: 2 Weeks
SKILLS REQUIRED: Process Optimization| System Design| Solution Support
A customer feedback system was designed and setup to allow customers to freely and independently provide feedback about the service received by the company’s customer service agents. Whenever customers interacted with the company’s agents they were instructed to text the keyword RATE followed by a service rating of 1-10, with 10 being the highest, to the feedback center number. There were also printed signs on display in the customer waiting area, encouraging customers to offer their service rating.