1. Improving Customer Service and Satisfaction using Real Time Independent Feedback
Voluntas MRS Ltd

2. Background
All truths are easy to understand once they are discovered; the point is to discover them
Galileo
Voluntas MRS Ltd

3. Specificity
Getting
actionable
information
Voluntas MRS Ltd

4. Voluntas MRS Ltd
Ask the right questions

5. Voluntas MRS Ltd
Message 1
Make sure you
know how you will
use the answers before
you ask the questions

6. Message 2
Look for the
why
as well as the
what
Voluntas MRS Ltd

7. Moving from what to why
What profile data do you hold about your tenants?
Are you using it to get actionable feedback?
Voluntas MRS Ltd

8. Voluntas MRS Ltd
Message 3
Use customer profiling data to highlight pockets of dissatisfaction

9. Voluntas MRS Ltd
Message 4
Use your own data to add layers of intelligenceto get actionable information

10. Voluntas MRS Ltd
Message 5
Make sure your customers
think
the job
is finished

11. Voluntas MRS Ltd
Message 6
Measure satisfaction as close to the event as possible

12. Voluntas MRS Ltd
Message 7
Use free text comments
Analyse them together to see trends and themes

13. Voluntas MRS Ltd
Thank you