90% more positive reviews
Criticism is picked up while the customer is still on site.
The service team could respond to criticism while customers were still on site. The number of positive reviews rose by 90%.
- positive reviews
- +90%
- positive reviews
Overview
01 · Problem
Complaints from several customer centres were hard to assign.
02 · Approach
Feedback on site was linked with guidelines and escalation.
03 · Result
Criticism could be dealt with during the visit itself; the number of positive reviews rose by 90%.
Before / after
What changed in the business.
Utilities & suppliers
Detecting complaints in the customer centre faster
Starting point
For a municipal utility with several customer offices, the quality of direct customer contact was hard to manage in good time. Criticism often only surfaced as a complaint or an online review.
How does customer feedback become usable in day-to-day operations at a municipal utility?
During the project, conversation guidelines, feedback at the location and targeted escalation to the responsible manager were combined into one process. A dashboard makes critical situations visible promptly.
In this way, scattered feedback becomes a service case that can be dealt with while the customer is still in the customer centre. The number of positive reviews rose by 90%.
At a glance
Levers and services.
- Services
- ConceptImplementationSupport
- Type of solution
- Processes & workflows
- Industry
- Utilities & suppliers
Result
Result and assessment.
- positive reviews
- +90%
- positive reviews
The service team could respond to criticism while customers were still on site. The number of positive reviews rose by 90%.
What entrepreneurs can take from this
Service quality can be managed when feedback arrives where action is still possible: with the customer on site.
A mechanism, not a promise of results: the effect depends on your starting process.
What this means for you
Building blocks from this case.
This project gave rise to use cases that we now deploy in other companies, adapted to their processes.
Frequently asked questions
Questions about this case.
Your question is not here? In the initial conversation we take 30 minutes for your specific topic.
The manager responsible for the location, through targeted escalation and a dashboard. This means someone can respond while the customer is still in the customer centre.
The service team could respond to criticism while customers were still on site. The number of positive reviews rose by 90%.
The principle yes, the implementation never one to one. Service quality can be managed when feedback arrives where action is still possible: with the customer on site. In the initial conversation we check which part of it has the greatest leverage for you.
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Do you only hear about criticism from the internet?
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