East Dunbartonshire Council is making a positive move to encourage people to say what they think of the service they have received with the deployment of SmartVoice ViewPoint, a new and cost effective customer feedback solution from Sinclair Voicenet.
According to Ellen Beattie, Customer Services Manager at East Dunbartonshire Council: “We selected SmartVoice ViewPoint as it provided us with a cost effective way to quantify the customer service experience in real-time, enabling us to take instant action should our contact centre fail to meet its usual high standards. In addition, the fact that the system could be deployed on a hosted basis with no capital expenditure required delivered best value to the Council.”
Sinclair Voicenet carried out a thorough needs analysis to scope the council’s specific requirements and what they were trying to achieve. The company also helped to develop and refine the questions which were then scripted and recorded.
The system went live at the end of January 2014 and is enabling the Council to carry out over 250 telephone-based surveys and an unlimited number of web-surveys each month to find out what customers really think of the service they have received online, from the customer contact centre and in the face-to-face customer service hubs.
“We have been impressed by the level of information being supplied by everyone that has participated in the surveys. Over 80% of customers have been happy to take the survey, a significantly higher level of response than has been achieved using traditional methods. This feedback has not only highlighted the areas where we are delivering an exceptional service, but also helped to identify where we can still make improvements,” concluded Ellen Beattie.
Serving such a wide demographic, SmartVoice ViewPoint provides East Dunbartonshire Council with an easy way for customers to express their opinions, whether they are happy to contact us through on-line technology, prefer to use the telephone or meet face to face. The survey results will also help to identify the contact channels that people prefer and support any additional investment in developing and promoting these channels. Use of the SmartVoice ViewPoint system can be easily extended in the future to measure the effectiveness of the whole service delivery cycle.
SmartVoice ViewPoint also provides a web-based dashboard with a comprehensive range of reporting tools to automatically create and deliver bespoke management reports to designated employees and stakeholders. Surveys can be tagged with additional data relating to different services, teams or locations to give a clearer view of how the council is performing and results can be viewed instantly using desktops, laptops, tablets and smartphones.