Closed Loop Feedback a Allsecur study - by MetrixLab

EkleVella
29 Jun 201004:18

TLDRMetrixLab has developed a Closed Loop Feedback (CLF) research method that enhances customer interactions by integrating a four-phase process: customer contact, immediate online survey, follow-up call, and final survey. This approach has been successfully implemented by Allsecur, an insurance company aiming to be the most recommended car insurer. CLF allows for real-time issue resolution and process optimization, leading to improved customer loyalty and significant reduction in complaints. It empowers employees and fosters a stronger brand through direct customer feedback.

Takeaways

  • 🔄 MetrixLab has developed a closed-loop feedback (CLF) system to improve customer interactions.
  • 📊 The CLF process includes four phases: customer contact, immediate online survey, follow-up call, and a final survey.
  • 🏢 Allsecur, an insurance company, uses CLF to enhance customer experience and aims to be the most recommended car insurance company.
  • 🌟 Allsecur's strategy is to focus on customer recommendations to differentiate themselves in the market.
  • 🤝 MetrixLab provides Allsecur with a one-stop, professional approach for Net Promoter Score (NPS) measurement.
  • 💡 CLF allows for immediate action when customers express dissatisfaction, leading to quick resolution and improved customer relations.
  • 📈 Companies implementing CLF see significant improvements in customer performance and loyalty over time.
  • 👥 Employees are more motivated as they see the direct impact of their efforts on customer satisfaction.
  • 📉 The use of CLF reduces complaints by addressing issues proactively and integrating customer feedback into business processes.
  • 🔧 CLF offers opportunities for continuous process optimization, with trigger mails prompting daily improvements in customer experience.

Q & A

  • What is the closed loop feedback principle developed by MetrixLab?

    -The closed loop feedback principle is a revolutionary research approach developed by MetrixLab that effectively closes the loop in customer contact situations, aiming to improve customer experience and satisfaction.

  • How many phases does the closed loop feedback approach consist of?

    -The closed loop feedback approach consists of four phases: customer contact, a short online survey within 24 hours, a follow-up call by the client if permitted, and a final follow-up survey for the customer to give their opinion.

  • Which insurance company has MetrixLab conducted CLF for?

    -MetrixLab has successfully conducted closed loop feedback (CLF) for the insurance company Allsecur.

  • What is the strategy of Allsecur?

    -The strategy of Allsecur is to become the best car insurance company that is most recommended by its customers.

  • How does Allsecur work with MetrixLab for NPS measurement?

    -Allsecur works with MetrixLab for NPS measurement by leveraging their specific knowledge and international experience with large service-oriented companies, providing a one-stop shopping and professional approach towards NPS.

  • What is the power of integrating CLF into the customer contact center process?

    -The power of integrating CLF into the customer contact center process is that it allows for immediate action when a customer indicates dissatisfaction, leading to significant improvements in customer performance and satisfaction.

  • How do customers react to the follow-up service call in the CLF process?

    -Customers are positively surprised by the follow-up service call in the CLF process, as it shows that the company is actively seeking to improve their experience.

  • What benefits do employees, like call center agents or account managers, gain from implementing CLF?

    -Employees gain motivation from implementing CLF as they see the direct impact of their efforts on customer satisfaction and experience.

  • How does CLF reduce complaints?

    -CLF reduces complaints by proactively addressing customer concerns and dissatisfaction through immediate follow-up actions and feedback integration.

  • What opportunities does CLF provide for process optimization?

    -CLF provides opportunities for process optimization by generating ideas from trigger mails, which lead to improvements in internal processes or external communication.

  • How does CLF contribute to building a stronger Allsecur brand?

    -CLF contributes to building a stronger Allsecur brand by integrating customer feedback into the company's processes, leading to a more customer-centric approach and improved brand loyalty.

Outlines

00:00

🔄 Closed Loop Feedback (CLF) Research Method

Metrics Lab has developed a revolutionary research method based on the closed loop feedback principle, aimed at improving customer contact situations. The method consists of four phases: 1) Customer contact, 2) A short online survey sent within 24 hours to evaluate the contact, 3) A follow-up call by the client if permitted, and 4) A final follow-up survey for the customer's opinion. This approach has been successfully implemented by organizations like All Secure, an insurance company aiming to become the most recommended car insurance provider. Metrics Lab's CLF research integrates with customer contact centers, allowing for immediate action on negative feedback, which has led to significant improvements in customer performance and employee motivation. It also reduces complaints and provides opportunities for process optimization.

Mindmap

Keywords

💡Closed Loop Feedback (CLF)

Closed Loop Feedback (CLF) is a research method designed to gather customer feedback after an interaction. It aims to close the loop by using feedback to enhance customer service, which results in improvements in customer satisfaction and loyalty. In the video, CLF is the primary research technique discussed and is seen as integral to optimizing customer contact processes.

💡Customer Contact

Customer contact refers to the first phase in the closed loop feedback process, where a company engages with its customer, often through a call center or customer service representative. This initial contact is vital as it triggers the entire CLF process, starting with a follow-up survey to gather feedback about the interaction.

💡Online Survey

The online survey is the second phase in the CLF approach. It is a brief questionnaire sent to customers within 24 hours of the initial contact. The survey evaluates the customer’s experience and helps the company understand how well they performed during the interaction. This feedback serves as the foundation for further improvements.

💡Follow-up Call

A follow-up call is an optional but crucial part of the CLF method. After customers provide feedback in the online survey, companies may contact them for further discussion if they give consent. This step allows for deeper engagement and often surprises customers by showing the company’s commitment to improving their experience.

💡NPS Measurement

NPS (Net Promoter Score) measurement is used to assess customer loyalty and satisfaction by asking customers how likely they are to recommend the company to others. The video mentions that MetrixLab helps companies like Allsecur implement NPS measurements alongside CLF to track customer satisfaction and drive improvements.

💡Customer Experience

Customer experience refers to the overall perception a customer has of their interaction with a company. The CLF process is designed to continuously enhance this experience by gathering and acting upon customer feedback. In the video, improving customer experience is the core goal of Allsecur’s strategy.

💡Trigger Emails

Trigger emails are automated notifications sent to managers when customers express dissatisfaction in their surveys. These emails prompt quick action, such as contacting the customer to resolve issues. The video explains how Allsecur uses trigger emails to react swiftly to negative feedback and improve service.

💡Process Optimization

Process optimization involves making improvements to internal procedures based on customer feedback. CLF helps identify areas for optimization by collecting and analyzing customer input, leading to better operational efficiency and enhanced customer satisfaction. The video emphasizes how this continuous improvement benefits both customers and employees.

💡Customer Loyalty

Customer loyalty is the likelihood of customers repeatedly choosing the same company for their needs. CLF helps strengthen customer loyalty by making customers feel valued and heard. The video highlights that improving loyalty is a key outcome of the CLF and NPS measurement efforts.

💡Service Call

A service call is part of the customer follow-up process where a company reaches out to resolve issues or gather more detailed feedback. In the video, these calls are positioned as a way for Allsecur to demonstrate personal attention and care, further enhancing customer satisfaction.

Highlights

MetrixLab has developed a revolutionary type of research based on the closed-loop feedback principle.

The approach consists of four phases: customer contact, online survey, follow-up call, and final follow-up survey.

Allsecur, an insurance company, uses CLF to become the best car insurance company recommended by its customers.

Since 2008, Allsecur has worked with MetrixLab for different areas including NPS measurement.

CLF integrates research into the customer contact center process, enhancing customer experience.

If a customer indicates they would not recommend Allsecur, a manager is notified and contacts the customer within two days.

Customers are positively surprised by the proactive approach to improving their company experience.

Companies implementing CLF can significantly improve their customer performance.

CLF allows customers to feel more valued and less like a number.

Employees become more motivated as they see the direct impact of their efforts on customer satisfaction.

Complaints are significantly reduced using CLF.

CLF provides opportunities for process optimization from a customer point of view.

Trigger mails are key in the CLF process, focusing on daily improvement of customer experience.

Ideas from trigger mails lead to improvements in internal processes or external communication.

Together with customers, Allsecur builds a stronger brand using CLF.

CLF and NPS measurements allow Allsecur to proactively open the door for direct feedback.

CLF is a true measurement and improvement tool that significantly improves customer loyalty.

MetrixLab's CLF is a method to continually improve customer experience.

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