While we do collect Feedback through NPS calling and face to face meetings, we tend to miss out collecting feedback from every customer on a monthly basis. In order to achieve that, we have developed an Android based Application - RI Feedback Form, which will help our customers to give us a feedback every month on defined parameters with just click of a button.
How does it work?
Customer will submit their feedback through Android application - RI service feedback form.
Immediately a PDF will be sent to the customer and Key Account Manager (KAM) with all the details.
The KAM will coordinate with the internal teams and ensure all the corrective actions have been taken addressing the concerns highlighted in Feedback application.
During the next month Feedback, Application will prompt a screen to check whether the last months concerns have been addressed or not. In case, if customer selects "NO", it gets escalated to the management for immediate corrective actions.
It will also give customer Month on Month feedback scores and trend, which can be used to evaluate Rentokil's performance.
What's in it for me as a customer?
Structured Feedback with defined set of parameters.
Option to highlight specific concerns in Remarks column.
Option to escalate if concerns have not been addressed.
Trend and score pattern to evaluate Rentokil's performance.