Case Study: Mobile Phone feedback programs
The Problem
A multi site retail client was looking to provide a format for
their customer's to send feedback on their experiences
quickly and cost effectively. In particular, the client wished to
ensure they could deal with unhappy customers as soon as possible
to ensure their issues were rectified. In addition to this, the
requirement was to also set up a feedback loop for a front-line
staff rewards program and method of tracking a net promoter score
from store level upwards.
Our Solution
By working closely with our client we developed a text based
feedback program that featured in-store POS material,
invitation cards for customers with unique store ID numbers.
Customers were invited to send their feedback via text to a short
code number, with an immediate return text thanking them and
providing a return visit coupon.
The Outcome
With results feeding into their PulsePoint reporting portal and
immediate forwarding of unhappy customers details to management,
the program is driving a focus on customer experience at the front
line.
