We understand feedback from customers is invaluable and a key trigger for instigating quality improvement. For many organisations legislated timeframes guide the implementation and resolution of these processes.
It is important to capture and respond to this information in a timely, appropriate manner, as it will direct improvements to your service delivery and strengthen your consistent high performance.
Our web-based feedback management system provides a central, easy to use platform to record compliments, complaints and comments - shaping constructive feedback in the best interests of your customers and organisation.
This system is available as ‘off the shelf’ and ‘custom’, depending of the size, complexity and needs of your organisation.
Our system can be used alongside the Corrective Actions Management System, enhancing your ability to seamlessly respond to feedback and take the next step to implement recommendations.
Complaints Registeradd data easily in our simply designed registerfilter complaints to find individual or groups of similar complaints quicklymanage complaints process with ease – record details of outcome and resolutioncreate and track corrective actions for the feedback
customisable framework allows establishment of response parameters for acknowledgement, progression and resolution of feedbacksmart system automated email system tracks feedback progress and sends prompts to designated persons
- intelligent reporting functionality
- drill down to the detail of specific feedback
- supports identification and action for the root cause
- track feedback trends
- convert trends into useful narrative and graphical reports
keeps feedback management on track and customer communication up to dateautomate the capture, progress and resolution of the ‘feedback journey’identify trends early on and recommend actions for improvementeasy to generate narrative and graphical reportingbuilt in delegation hierarchy