Drive satisfaction through inbound customer feedback
The W Group transforms 'customer comment card' programs into a powerful management tool. Applying research expertise, design, technology and new feedback channels help municipalities to address immediate concerns and identify systemic issues.
Leverage community members to secure a stream of inbound customer feedback that drives greater internal and external satisfaction.
Voice of the Customer (VoC) Feedback Programs
Essentially VoC programs are built on three principles.
1
The sooner your customers provide feedback after their experience, the more valuable and richer their insights. Especially true for resolving customer concerns.
2
The quicker you operationalize those insights across your organization the greater, positive impact you can have with all your customers and their experiences.
3
Properly managing the flow of customer feedback helps you identify and resolve systemic issues, or gain data which supports budget decision-making.
"Effective community engagement is directly impacted by how well a municipality delivers its services and programs. The better its delivery, the higher public trust and greater the community's engagement."
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Kent Waugh, Managing Partner
Gather feedback across community interactions to support process & performance improvements.
BENEFITS:
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Continuous Improvement Programs
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Early Warning – Risk Mitigation
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Performance Measurement – KPI’s
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Systemic Issue Identification
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Centralized Response Management
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Customer Feedback Data-Supported Budgeting - Get the Biggest Bang for the Buck.
