CASE STUDY: SYSTEMS
Technology can transform data collection. Make the solution easy to use, flexible and centred on a positive core purpose to reap the greatest rewards.
|Background:||A sound feel for customer feedback was indispensable to raise service levels and give the business new momentum|
|Organisation:||A division of a publicly quoted, globally renowned group|
|Challenge:||To define which aspects of a service were crucial to customers and improve provision|
|Halo analysis:||In this case, we thought customers would be more forthcoming by giving feedback online rather than in person. This would also allow us to survey greater numbers more efficiently|
|Halo solution:||We developed a bespoke software tool, Halo Online, to measure the customer experience. It started collecting data within three months and was quickly embraced by users.|
|Results:||The quantity and level of feedback enabled our client to redesign the service, focusing on what really mattered to customers. After 12 months, their satisfaction levels had risen from below 50% to almost 100%.|