Real-time monitoring
Improve operations throughout the customer journey and across all locations to increase customer satisfaction.
- Receive alerts within 30 seconds of negative feedback and act before issues escalate
- Identify problem areas and understand the causes of dissatisfaction
- Improve processes, staffing and operational efficiency
- Uncover cost-saving and investment opportunities
Quickly resolve issues
Get notified of any problems as they happen so you can react quickly before the situation escalates.
Instant survey alerts can be set up for any scoring questions. If a customer leaves negative feedback, the relevant nominated person or persons will receive an email within 30 seconds. You can respond to the customer quickly and solve issues quickly so other customers don’t experience the same thing.
Measure operational efficiencies
Monitor your KPIs to identify patterns and see how each location is performing. Predict future demand and change rotas to become more efficient.
Compare satisfaction scores against employee rotas. For example, if you regularly receive low scores for one block of toilets at a similar time of day, make some changes to the cleaning schedule.
Make data-driven investments
Use customer feedback to identify which facilities are in need of maintenance or a complete refurbishment.
See what has a negative effect on customers to prioritize where you invest first.
Motivate employees
Compare results across all locations, see how they perform for each KPI.
Motivate teams with friendly competitions or league tables which encourage teams to strive to improve. Share best practices to help lower-performing sites increase their scores.
“The ability to collect ongoing member feedback every single day and monitor that feedback along with enquiries from other channels is invaluable. We can see the results changing weekly and satisfaction levels improving.”
Mia Manson-Bishop
Member Experience Director
David Lloyd Leisure