NCS says YES to real-time customer engagement
Before partnering with Rant & Rave, National Citizen Service (NCS) did not have a formal feedback system in place to ascertain feedback from the young people that participate in their program.
The NCS program is delivered across the UK by a network of regional and local partners. To understand more about the impact of the program across the country, inform improvements, and drive innovation, NCS collaborated with Rant & Rave to gain insights from participants.
Using Rant & Rave for Salesforce, NCS now captures feedback in real time — not just from young people, but their parents too! As the mechanism is integrated with their CRM, NCS can see the feedback alongside information that they already have stored, providing a holistic view of the customer.
Lights, camera, ACTION!
By capturing feedback through Rant & Rave, NCS has changed how they define a “customer.” NCS had previously considered their customer to be the young person attending one of their programs, but during a Rant & Rave program review, they found that they were also capturing a wealth of invaluable feedback from parents.
As a result of this, NCS took a huge step forward by mapping the parent journey and launching a feedback program just for them. Their success has been incredible, with a response rate of 46% and an NPS score of +75.
The proof's in the pudding
Response rate of 46% from parent feedback requests
Created tailored CRM to different customer groups based on the NPS result they have given
NPS score of +75
Engaged teams from across the business by having a different employee each week review a selection of customer feedback
“Through using the Rant & Rave Platform, we’ve been able to capture the voice of the customer and drive positive change through our organisation. From surfacing customer issues in real-time to managing the customer journey, our partnership has enabled us to put customer feedback at the heart of our decision-making.”
– Laura Chalmers | Head of Customer Experience | NCS