The Guinness Partnership needed to find a method of automatically analysing large volumes of customer feedback. Before implementing Feedback Ferret’s text analytics, they had to read through all the feedback on spreadsheets and apply manual coding and themes. This system was both inefficient and inconsistent. Head of Customer Insight, Chris Haynes, explains: “Extracting any insight from our manual process was like looking for a needle in a haystack – we knew we needed to automate the process."
Helping customers feel safe;
Improved processes for customers.
In a scheme in Hampshire, Guinness were seeing a spike in the number of complaints about repairs. Guinness was able to identify one common theme in the feedback – boilers and heating systems were breaking down time and time again. By using their Feedback Ferret results in conjunction with other operational data, they identified that this was happening at the same properties. So, rather than continue to pay for ongoing repairs, they decided to replace a specific set of boilers with new ones.
Guinness has used customer feedback to add another dimension to their safety management. Any anecdotal Health & Safety issues raised by customers are picked up by Feedback Ferret and populated into dedicated topics on their dashboard. These issues can be identified very quickly through the Ferret reporting platform, escalated to the relevant team and action can be taken immediately to help make improvements.