The same complaint is often logged in several places. Feedback from stores and service points needs to be grouped by theme and traced to a cause.
Illustrative example.
Telecom providers hear from customers in stores, service centres and through their own apps, and the same complaint is often recorded more than once. Repeat contacts about billing, coverage and installation are costly, yet rarely traced to a common cause.
Categories are set when the survey is built, so each organisation chooses its own.
Compare stores and service points on the same categories.
Recurring topics such as billing or installation are grouped automatically.
Staff responses go to the people head office picks, never to a line manager by default.
See the time-of-day and branch concentration behind a drop in a category.
We will show how it maps onto the way you work.