What happens when your world Orbits around your customers?
Orbit were conducting telephone surveys with customers to monitor satisfaction, but found that advisers were often cherry-picking who to put through to the survey depending on how the call went. As well as generating low response rates, the process resulted in disengaged staff who weren’t involved in the feedback loop.
By introducing Rant & Rave’s Frontline Engagement solution, these problems are now a thing of the past! The gamified dashboard shows advisers the feedback related to them, as well as how they fare against their colleagues in a live League Table.
By engaging employees in the feedback loop, not only are they empowered to own the customer experience, but they’re also able to learn from each call and self-coach.
Lights, camera, ACTION!
As their dedication to customers has no end, Orbit solicited a first-impressions survey for those who were in the process of moving in. A common complaint surfaced — their heating had not been activated, leaving the house freezing. Orbit Group immediately raised this with contractors to ensure that going forward, heating was available, making a significant improvement in satisfaction and reducing inbound calls to the contact center.
The proof's in the pudding
First ever housing association to use real-time feedback
Reduced the number of advisers on performance plans by 70%
Seen sickness levels drop to under 5%
Recorded a 20% saving on its feedback budget compared to its previous capture mechanism
“Rant & Rave has allowed Orbit to bring the voice of the customer front and centre within the business, change the way we think about service improvement and ensure that staff at all levels start to engage and own customer feedback.”
– Dean Ballard | Head of Performance Excellence | Orbit Group