Our know-how at your service
12 years of experience working for you
Make the problem visible
“If you can not measure it, you can not improve it.” Lord Kelvin said. Measuring is a key first step to any improvement action. You need to understand quickly if actions you implement deliver expected impact. FeedbackNow allows to measure impact on client satisfaction from one day to the other. It’s the real-time Net Promoter Score (NPS).
Create awareness and mindset change
Employees will change mindset and behaviour towards service only if they know what is expected from them AND if they agree with it. Most efficient way to align employees on the need for change is to provide them with direct customer feedback. “Don’t tell them, let’s them listen to customer voice”. FeedbackNow is the real-time satisfaction thermometer to close the feedback loop for employees.
Identify root causes
Customers are more and more demanding. Customers expect excellent service at all time. But customers are as well all different and good service means different things for each of them. “Do not assume what they want, ask them”. Satisfying customers is diverse and complex. FeedbackNow is the start of the journey to explore the root causes by knowing when and where issues are.
Implement in a sustainable way
To make change sustainable one needs several key ingredients such as capability building to raise skills, role modelling to inspire and coach, formal structure and processes to reinforce new way of working over time. “Make it last for ever”. FeedbackNow will assist you in this journey according to your needs. We are committed to impact.
More than two thirds of all improvement actions do not sustain overtime. Reasons are multiples but one missing enabler is common to all. You need to continue measuring everyday to recognize quickly when you need to remobilize energy or move to plan B. “Keep an eye on it”. FeedbackNow, your daily customer satisfaction thermometer will tell you immediately if improvements actions are not in place anymore.