Sabio will deploy the Impact 360 Customer Feedback system from Witness Systems, which will enable the council’s customers to provide immediate and relevant feedback at a fraction of the cost of previous postal feedback campaigns.
The new feedback system will replace a number of previous ad hoc feedback approaches, including outsourced phone-based satisfaction surveys and post feedback campaigns, and will allow Leeds City Council to assume internal control of customer feedback programs for Contact Leeds.
When we assessed the performance of our postal surveys we found that it was costing us up to GBP5 per survey, and it was very difficult to do anything useful with the resulting data, like linking responses back to actual calls, specific call types or agents, commented Adam Quesne, head of customer development at Leeds City Council.
Working with Sabio we were able to identify an entirely new approach. With the new Impact 360 solution we’ll get immediate feedback, the cost per survey will be in pence rather than pounds, and we’ll be able to connect individual customer feedback to the actual call recordings, he continued.
The Impact 360 Customer Feedback system uses short, context-sensitive dynamic surveys to capture information from customers across all channels of contact. By gathering data that otherwise might be overlooked or lost, it provides immediate insight into the effectiveness of an organization’s service, allowing action to be taken quickly if needed.
