Taking quick action to eliminate customer service pain points
Daniel Propoggia, Customer Service Coordinator at Georges River Council, goes through the customer feedback data collected via HappyOrNot with his team every two weeks. Through the written customer comments they receive via the Smiley Touches, they can better understand the reason behind customer satisfaction and dissatisfaction and check for patterns.
“HappyOrNot is a very important tool for myself and the team leaders because it allows us to see if we’re doing things well, or if the experience could be improved. We can then make some quick changes to fix any issues we might have,” tells Daniel.
“If something’s not working, I want to be able to fix it quickly—I don’t want to wait a week or two to get the data and then try to make a change two weeks later because then that same issue will be ongoing for almost a month. With HappyOrNot, I can immediately make a change, then see if it worked or not, and the team leaders and I will meet to see what helped solve the issues,” says Daniel.
The customer service team also layers the feedback data from HappyOrNot with data from their queuing system and self-serve kiosks to uncover reasons behind customer satisfaction scores. For example, if they had extreme wait times during a certain period, they know the reason for an increase in unhappy customer feedback. “If we had a lot of unhappy customers at a certain time, we can also check the types of transactions—was it planning related, about pet registration, or did customers have to line up to pay a fee? By combining HappyOrNot with some of our other technology, we can dive down to the next level and see how we can improve our service and eliminate customer pain points.”
One instance is when Daniel saw a spike in unhappy customers and negative comments about wait time around the lunch period. After checking the rostering, they realised it was because too few people were at the front counter during that time. “It was a very quick win—we just tweaked the lunch roster, and that issue was resolved.”