As per the demands of Concierge LOB we need to get the most number of surveys/feedback from the customers, which in itself is substantially strenuous. I have experienced
those chaotic moments where the customers wants to provide our precious surveys but we cannot guide them like we guide them for the issue resolution. Within minutes customer
gets agitated and moreover the issue has been resolved so he doesn't have any reason to stay over the call.
Takeaways from this:
1. We end up loosing the number of surveys.
2. Dipping number of SRR.
3. Explaining the score cards to Managers\Team Leaders.
3. Taking impact on monetary benefits....etc
Reason : The survey form is a bit confusing from customers perspective. Customers do not have any idea that they need to select the stars as well. We also can't guide them.
Resolution: The "STARS should be catching the attention of the cx, which till now is not the case.
1. STARS could be made flashing or blinking--to attract the attention.
2. Survey process can be made into 2 pages.
a> In First page Cx will get only the STARS to select.
b> In the next page he will get the options to give the answer for the resolution and verbatim.
If this change is implemented we will see a huge increase in the surveys which are getting dropped due to sheer confusion.
Please help yourself by up voting this suggestion.