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Feedback Ferret - Asking for and Gathering Feedback

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© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com 1 Focused on what your customers say, not the boxes they tick A powerful tool which enables you to gather, analyse, report and act on ‘Voice of Customer’ feedback to improve your Customer Experience
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Page 1: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

1

Focused on what your customers say, not the boxes they tick

A powerful tool which enables you to gather, analyse, report and act on ‘Voice of Customer’ feedback to improve your Customer Experience

Page 2: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

Feedback Ferret – how it works

2

GATHER FEEDBACK

REPORT & ACT• Integrated suite of reporting tools • Insight to the right people across the

business• Act quickly to improve customer

experienceFerret Dashboard• Web based or PDF • Quick insight into outlet

results

Ferret Analytics• Web-based interactive

analysis module

Ferret Alert• Immediate copy of feedback

via SMS text or email to outlets, etc

Ferret Respond• Manage ‘closed-loop’ follow-

up contacts• Workflow customized to

your requirements

Ferret Review• Rapid manual checking and

routing of feedback for actions

Ferret Export• Export to CRM systems,

Data Warehouse, etc

Salesforce.com, Microsoft Excel, SAP and Siebel are all registered trademarks of those respective companies

• Understand what your customers are telling you – in their own words

• Custom topics for your business

• Identify the issues behind dissatisfaction and defection

• Real-time analysis for fast insight and actions

FEEDBACK ANALYSIS

Ferret Engine: High Accuracy Text Analytics

• Multi-channel

• Any format

• Comments + scores

• Any language

Surveys

Mobile & tablet

In-store feedback

Social Media

Page 3: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Asking for customer feedback

Making it easy for customers to give you feedback at any time

Page 4: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

Gathering feedback – web feedback forms and surveys

Example web feedback forms

• Short, single page “One Minute Feedback” web forms

• Quick and easy for customers

• Let customers tell you what is important to them

• Trigger from emails, SMS, QR codes, URLs on retail receipts and documents, etc

• Kinder, shorter surveys proven to reduce survey fatigue; 2-3x response rate vs. traditional ‘tick-box’ surveys

Get more insight by asking the customers less

Quick and easy online customer

feedback

4

Page 5: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Asking for feedback – mobile and voice

Dedicated self-standing keyboard units for capture of feedback

in physical environments – retail, branches, dealers, events, etc

0 2,000 4,000 6,000

10 devices, 1 month in a retail bank

6,732 responses

362 responses

• Captures customers’ comments: Complaints, Compliments & Suggestions

• Option for additional NPS rating score

• Automatic transmission of feedback comments (GPS) to central database

• Instant copy of feedback to outlets by SMS text or email, if required

• Real-time text analysis and updates to Dashboards

• Robust, hard-wearing and reliable device

• Physical keyboard helps to stimulate feedback response – significantly higher feedback volumes compared to tablets:-

Page 6: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Asking for feedback – mobile and voice

Mobile optimised feedback

• … for email invites

• … for web feedback forms

Picture feedback

• Via SMS or web upload

• Annotated by FF with text ‘caption’ if required

QR Codes – feedback triggers

• … to web feedback forms

• … to SMS text messages

• Easy to track feedback from individual outlets, etc

“”

IVR surveys & Voicemail

• IVR survey scores + recorded voice message

• Automated transcription of voice-to-text within seconds

• Full text analytics completed within minutes

Page 7: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Asking for feedback – Social Media

Standard Social Media extraction

toolsTarget scripts for brands, products,

industry, etc

Social Media Universe

Direct output from client’s own Twitter, Facebook or

forum pages

Collect Social Media data as part of the

overall mix of customer feedback

Feedback Ferret automated text analysis

identifies the actionable, useful

information from the universe of Social Media

Extracting meaningful information from the mass of Social Media comments

Page 8: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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In summary…

Feedback Ferret puts customer feedback into the hands of the people in your organization who can act on it to improve customer experience.

• Listen: Let your customers tell you what they need.

• Analyze: Understand what they are saying.

• Insight: Go beyond simple survey scores – understand the reasons behind your ratings; use the insight to drive real improvements in your customer experience.

• Act: take action - real time.

• Payback: Retain more customers, improve word of mouth, deliver measurable ROI.

Page 9: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Ferret Fans

Page 10: Feedback Ferret - Asking for and Gathering Feedback

© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com

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Contact details

UK / Head Office

Piers Alington

Managing Director

Feedback Ferret Ltd

The Old Barrel Store

Draymans Lane

Marlow

SL7 2FF

United Kingdom

+44 (0) 1628 681 088

[email protected]

North America

Kate Handley

Vice President, Client Services

Feedback Ferret, Inc.

150 North Michigan Avenue

Suite 2800

Chicago

IL 60601

United States of America

1 (312) 291 4629

[email protected]

Scan this QR code to add Piers’ contact details to your cell phone

Scan this QR code to add Kate’s contact details to your cell phone

South Africa

Jason Wilford

CEO

Feedback Ferret South Africa (Pty) Ltd

352 Angus Crescent

Northlands Business Park

Newmarket Street

North Riding

2169 South Africa

+27 (0) 11 251 1980

[email protected]

Scan this QR code to add Jason’s contact details to your cell phone


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