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In a continuing effort to improve customer service as well as compliance with the BSI standards recognition CORGI required a cost effective method of gaining feedback from its members and their clients. |
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CORGI has a huge responsibility to the public to maintain levels of competency and professionalism within the gas installation industry. The challenge is not just to accept feedback but have the ability and tools at hand to interpret the data and action the points contained within.
Moreover the current surveying practice relied on call agents sending out paper based surveys, usually to only callers that had had a pleasant experience. This system was both biased and expensive. |
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Encoded's Metrix solution was quickly identified as an application that could handle all of CORGI's requirements. Survey results could be viewed in real-time. Bespoke reports were designed and deployed allowing for key information to be extracted in a familiar and accepted format. |
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| Encoded's contribution |
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Expert design experience |
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Competent and intuitive question scripting |
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Reporting designs for each department |
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Onsite training to maximise usability |
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CORGI now have 7 full time surveys running nationwide. These facilitate all areas of the business gathering invaluable feedback from the general public as well as CORGI's members. Feedback is gathered in real-time. Monthly reports are discussed at a board level. CORGI now have visibility of their members opinions and can report and act upon this. Any member of the public can express interest or concern about CORGI and be assured that their view will not get lost amongst the noise. Metrix is offered to every caller regardless of how positive their positive their experience, resulting in true data gathering. Metrix has meant that CORGI fully complies with the BSI standard and look forward to meeting the business challenges of the future. |
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"Encoded have been forthcoming with solution ideas and advice. The level of customer service we have received has been superb. Encoded's understanding of our business requirements and the high quality of training support we have received has been a great help in the success of our customer intelligence gathering."
Tim Brown, Customer Satisfaction Manager |
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