A smarter way to collect customer feedback
Friday, 10 Jul 2020
Customer surveys are essential to our business as they help us understand your customers’ expectations and give you the chance to tell us what you really think about all aspects of our company, from customer service to quality of glass repair and replacements.
To make sure we’re giving you the best possible experience and most up to date information, we have now upgraded our feedback collection process to text message customer surveys. And, as a result, we have experienced:
- Better response rates
- More detailed feedback
- Improved data collation
- The ability to distribute and change surveys more easily.
Since the implementation of social distancing rules, our technicians have been unable to gather feedback via a handheld survey. Instead, by sending a text message survey to you within a few days of your windscreen or vehicle glass being repaired or replaced, it gives you the opportunity to supply transparent feedback at your own convenience.
The system we are using is by Smart Survey, a UK-based provider of digital survey solutions. From the results seen, we are able to gauge your’ overall satisfaction with our service and your willingness to recommend us to others.