Case Study
Learning Customer Pain Points in Real-Time
Challenge
The largest distributor of home heating oil in the US came to us looking to institute a customer experience program with continuous real-time feedback collection to drive process improvements over time, reducing customer churn and identifying opportunities for business growth.
Approach
PeopleMetrics implemented an ongoing, post-transactional customer feedback measurement program.
Brief surveys were sent to customers following an interaction with customer service, sales, installation, service delivery, and billing. These surveys were designed to collect feedback on ease of transacting, satisfaction, problem incidences, exceptional service, and opportunities for upselling.
Outcome
During the survey feedback collection, PeopleMetrics was able to see that one in five customers reported a problem after a recent service interaction.
Through the VoC program that we created for this company, the survey responses that indicated a need for corrective action immediately triggered automated email notifications to the pre-assigned individuals so that they could resolve the issue as soon as possible.
Because the problems were dealt with immediately on a case by case basis, customer loyalty scores skyrocketed, even if there was an issue during the initial transaction.
This helped the company get ahead of customer churn issues and drive process improvements.
The survey also helped identify target customers for cross-sell opportunities, providing leads to the sales team.