Feedback Ferret - Asking for and Gathering Feedback
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Transcript of Feedback Ferret - Asking for and Gathering Feedback
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Focused on what your customers say, not the boxes they tick
A powerful tool which enables you to gather, analyse, report and act on ‘Voice of Customer’ feedback to improve your Customer Experience
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Feedback Ferret – how it works
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GATHER FEEDBACK
REPORT & ACT• Integrated suite of reporting tools • Insight to the right people across the
business• Act quickly to improve customer
experienceFerret Dashboard• Web based or PDF • Quick insight into outlet
results
Ferret Analytics• Web-based interactive
analysis module
Ferret Alert• Immediate copy of feedback
via SMS text or email to outlets, etc
Ferret Respond• Manage ‘closed-loop’ follow-
up contacts• Workflow customized to
your requirements
Ferret Review• Rapid manual checking and
routing of feedback for actions
Ferret Export• Export to CRM systems,
Data Warehouse, etc
Salesforce.com, Microsoft Excel, SAP and Siebel are all registered trademarks of those respective companies
• Understand what your customers are telling you – in their own words
• Custom topics for your business
• Identify the issues behind dissatisfaction and defection
• Real-time analysis for fast insight and actions
FEEDBACK ANALYSIS
Ferret Engine: High Accuracy Text Analytics
• Multi-channel
• Any format
• Comments + scores
• Any language
Surveys
Mobile & tablet
In-store feedback
Social Media
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Asking for customer feedback
Making it easy for customers to give you feedback at any time
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
Gathering feedback – web feedback forms and surveys
Example web feedback forms
• Short, single page “One Minute Feedback” web forms
• Quick and easy for customers
• Let customers tell you what is important to them
• Trigger from emails, SMS, QR codes, URLs on retail receipts and documents, etc
• Kinder, shorter surveys proven to reduce survey fatigue; 2-3x response rate vs. traditional ‘tick-box’ surveys
Get more insight by asking the customers less
Quick and easy online customer
feedback
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© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Asking for feedback – mobile and voice
Dedicated self-standing keyboard units for capture of feedback
in physical environments – retail, branches, dealers, events, etc
0 2,000 4,000 6,000
10 devices, 1 month in a retail bank
6,732 responses
362 responses
• Captures customers’ comments: Complaints, Compliments & Suggestions
• Option for additional NPS rating score
• Automatic transmission of feedback comments (GPS) to central database
• Instant copy of feedback to outlets by SMS text or email, if required
• Real-time text analysis and updates to Dashboards
• Robust, hard-wearing and reliable device
• Physical keyboard helps to stimulate feedback response – significantly higher feedback volumes compared to tablets:-
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Asking for feedback – mobile and voice
Mobile optimised feedback
• … for email invites
• … for web feedback forms
Picture feedback
• Via SMS or web upload
• Annotated by FF with text ‘caption’ if required
QR Codes – feedback triggers
• … to web feedback forms
• … to SMS text messages
• Easy to track feedback from individual outlets, etc
“”
IVR surveys & Voicemail
• IVR survey scores + recorded voice message
• Automated transcription of voice-to-text within seconds
• Full text analytics completed within minutes
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Asking for feedback – Social Media
Standard Social Media extraction
toolsTarget scripts for brands, products,
industry, etc
Social Media Universe
Direct output from client’s own Twitter, Facebook or
forum pages
Collect Social Media data as part of the
overall mix of customer feedback
Feedback Ferret automated text analysis
identifies the actionable, useful
information from the universe of Social Media
Extracting meaningful information from the mass of Social Media comments
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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In summary…
Feedback Ferret puts customer feedback into the hands of the people in your organization who can act on it to improve customer experience.
• Listen: Let your customers tell you what they need.
• Analyze: Understand what they are saying.
• Insight: Go beyond simple survey scores – understand the reasons behind your ratings; use the insight to drive real improvements in your customer experience.
• Act: take action - real time.
• Payback: Retain more customers, improve word of mouth, deliver measurable ROI.
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Ferret Fans
© Feedback Ferret 2013 - All Rights Reserved | UK +44 (0) 1628 681 088 | US: 1 (312) 291 4629 | SA: +27 (0) 11 251 1980 | www.feedbackferret.com
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Contact details
UK / Head Office
Piers Alington
Managing Director
Feedback Ferret Ltd
The Old Barrel Store
Draymans Lane
Marlow
SL7 2FF
United Kingdom
+44 (0) 1628 681 088
North America
Kate Handley
Vice President, Client Services
Feedback Ferret, Inc.
150 North Michigan Avenue
Suite 2800
Chicago
IL 60601
United States of America
1 (312) 291 4629
Scan this QR code to add Piers’ contact details to your cell phone
Scan this QR code to add Kate’s contact details to your cell phone
South Africa
Jason Wilford
CEO
Feedback Ferret South Africa (Pty) Ltd
352 Angus Crescent
Northlands Business Park
Newmarket Street
North Riding
2169 South Africa
+27 (0) 11 251 1980
Scan this QR code to add Jason’s contact details to your cell phone