“The Ferret has helped us reduce costs to the tune of $250,000 and improve customer satisfaction by highlighting weaknesses in the way we handle complaints. By being able to quickly understand customer complaints and act on them, we can talk to unhappy customers and resolve their issues before they escalate to Ombudsman level.”
Tom Caley, Origin Energy
Step 1: Find out what your customers really think
Allow and encourage customers to tell you, in their own words, what they want and how they feel about their experience, be it good or bad. Find out what you need to do to improve the customer experience.
Step 2: Wow your customers
Gain insight into what your customers want and what they love about you. React to negative feedback and undertake root cause analysis to prevent problems recurring.
Step 3: Improve your business performance
Feed your teams with the information they need, when they need it. Be guided by the insight to make the right operational decisions to improve word-of-mouth, improve customer experience, increase loyalty and deliver measurable ROI.