Here are a few tips on how you can start making improvements:
- Act on the reds first: Try to pinpoint when are where are your pain points and then agree on an improvement action and how to test it. Set targets for the improvement actions, and follow the development of both the HappyOrNot results and sales.
- If you see no change in satisfaction, agree on the next action and monitor the effects again.
Finding and fixing issues with HappyOrNot: customer cases
Fixing client-staff communication led to rapid growth
Identified issue: There were consistently negative responses around the same time each day.
The fix: Advising staff to communicate more actively with customers during that time.
Result: Happy Index went from 77% to 84% in two months. This helped reduce customer loss and increase revenue.
Empowered staff, better customer experience
Identified issue: Customer service staff were not smiling or greeting.
The fix: Unit managers made a routine of sharing and analyzing the HappyOrNot results with the field staff. This increased employee satisfaction and motivated them to provide better customer service.
Result: Great customer service correlated with increased customer spend and basket size.
Optimizing work shifts
Identified issue: Negative feedback by clients during times when unit managers were off-site, and when customer service staff were out to lunch at the same time.
The fix: Workforce management actions were initiated.
Result: Improved customer service experience and an increase in sales.
No more blind spots
Identified issue: Declining patient experience in a healthcare company’s patient service centers.
The fix: Using HappyOrNot, issues that otherwise would have gone unnoticed were discovered and fixed. Monitoring hourly changes revealed that patient interventions were often slightly late, and unnecessary test orders increased patient turnaround time.
Result: Overall patient experience rose back to an acceptable level.