Enhanced Visitor Experience
Faster complaint resolution boosting satisfaction and trust
Client
Service Facility
Location
India
Published
Jul 2024
Response Time
75% Faster
Complaint Tracking
Real-time
Missed Complaints
0
Satisfaction
Significantly Improved
Client Overview
Hospital Name
Service Facility
Industry
Customer Service
Location
India
Technologies Used
Overview
Visitors faced delays reporting issues like billing errors, waiting area complaints, or service delays. No centralized way to track recurring complaints.
Response Time
75% Faster
Complaint Tracking
Real-time
Missed Complaints
0
Satisfaction
Significantly Improved
The Challenge
Understanding the problems that needed solving
Complaint tracking was manual with 20-30 minute response times. Frequent complaints were missed entirely. No systematic way to identify patterns or measure satisfaction.
Our Approach
Strategic solution design and implementation
Deployed feedbaX forms at kiosks and via WhatsApp links. Rating scales and multiple-choice questions enable quick feedback. Weekly PDF reports shared with managers for actionable insights.
Implementation Process
A structured approach to delivering measurable results
Feedback Form Design
Created custom forms with CSAT, NPS, and specific issue categories.
Multi-channel Deployment
Deployed feedback collection via kiosks, QR codes, and WhatsApp links.
Dashboard Setup
Implemented real-time dashboard for tracking complaints and satisfaction metrics.
Reporting System
Set up automated weekly reports with insights and actionable recommendations.
Results & Impact
Measurable outcomes that transformed operations
75% Faster Response
Response time reduced from 20-30 minutes to 5-10 minutes
Real-time Tracking
Dashboard and weekly reports replace manual tracking
Zero Missed Complaints
Complete complaint capture and tracking system
Significantly Improved Satisfaction
Faster resolution and proactive issue management boost trust
Key Metrics at a Glance
75% Faster
Response Time
Real-time
Complaint Tracking
0
Missed Complaints
Significantly Improved
Satisfaction
"feedbaX has given us the tools to truly listen to our visitors. We can now respond quickly to concerns and identify patterns before they become major issues. Satisfaction has improved dramatically."
Customer Experience Manager
Service Facility
Service Facility
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