Case Study: Fusion Lifestyle
Case Study: Fusion Lifestyle Fusion Lifestyle is a highly experienced sports and leisure management organisation which runs over 60 facilities on behalf of UK local authorities and other Public sector organisations. With over 12 million customer visits per annum, gathering and acting on customer feedback is a business imperative. In January 2012, Fusion commissioned ServMetric to be their customer feedback solution across 10 sites implementing both on-site touchscreens and post visit web based surveys.
Capturing the Voice of the Customer From the day of installation, customers provided over 8,000 individual pieces of feedback per month across the 10 sites both while on-site using the touch screens and later using the web. This feedback gives valuable insight in areas such as cleanliness, staff knowledge & helpfulness, facility issues and activity booking and together with customer comments this provides particularly powerful and actionable data.
Analysing the Feedback
With this volume and detail of information, Fusion Lifestyle are able to ensure that potential issues are handled quickly and effectively. Web based reporting enables analysis of customer feedback with individual logins allowing site managers and staff to review local feedback data within 30 minutes of it being provided by a customer. Sites are grouped into a hierarchical structure allowing regional and group managers to review area performance together with site comparisons to determine best practice and highlight local issues.
Taking Action
ServMetric also generates summary data for weekly management meetings providing an improved understanding of group performance. Monthly data extracts allow ServMetric customer insight to populate other in-house systems and to document performance against KPIs agreed in outsourcing contracts.
Maintaining high levels of customer satisfaction and preventing customer churn is key. ServMetric automatically assesses all customer comments to determine their usefulness and combines this with other rules to generate alerts when actionable feedback is received. Alerts are emailed to relevant managers allowing immediate action to resolve issues. If the customer has provided contact details, then they can be contacted in a timely manner regarding the resolution. www.memberexperience.co.uk © ROL SOLUTIONS LTD. 2012
GOVMETRIC, SERVMETRIC AND THE SMILEY FACES LOGO ARE ALL REGISTERED TRADEMARKS OF ROL SOLUTIONS LTD.
Capturing the Voice of the Customer From the day of installation, customers provided over 8,000 individual pieces of feedback per month across the 10 sites both while on-site using the touch screens and later using the web. This feedback gives valuable insight in areas such as cleanliness, staff knowledge & helpfulness, facility issues and activity booking and together with customer comments this provides particularly powerful and actionable data.
Analysing the Feedback
With this volume and detail of information, Fusion Lifestyle are able to ensure that potential issues are handled quickly and effectively. Web based reporting enables analysis of customer feedback with individual logins allowing site managers and staff to review local feedback data within 30 minutes of it being provided by a customer. Sites are grouped into a hierarchical structure allowing regional and group managers to review area performance together with site comparisons to determine best practice and highlight local issues.
Taking Action
ServMetric also generates summary data for weekly management meetings providing an improved understanding of group performance. Monthly data extracts allow ServMetric customer insight to populate other in-house systems and to document performance against KPIs agreed in outsourcing contracts.
Maintaining high levels of customer satisfaction and preventing customer churn is key. ServMetric automatically assesses all customer comments to determine their usefulness and combines this with other rules to generate alerts when actionable feedback is received. Alerts are emailed to relevant managers allowing immediate action to resolve issues. If the customer has provided contact details, then they can be contacted in a timely manner regarding the resolution. www.memberexperience.co.uk © ROL SOLUTIONS LTD. 2012
GOVMETRIC, SERVMETRIC AND THE SMILEY FACES LOGO ARE ALL REGISTERED TRADEMARKS OF ROL SOLUTIONS LTD.
