Drive Behavioural Change
There will always be members of your front-line staff that you could refer to as stars. They go the extra mile with customers to make them feel at ease, and that their needs are served to the best of their ability. In reality, they are in the minority: not every employee is predisposed to customer excellence 100% of the time. And indeed, many employees are motivated by how they are being measured, and of course rewarded.
Fizzback derives customer satisfaction levels from both unstructured, freeform feedback and closed rating questions. This data is further broken down by region, store and in some cases, attributed to individual staff members. This information can be used in a number of ways
- Motivation: Make employees aware of positive comments from customers relating to them, boosting morale
- Healthy competition: Store and employee league tables are a great way for stores to collaborate to outscore other stores, and for employees to be seen as stars
- Compensation: Fizzback scores drive bonus compensation levels in some of our accounts – driving behaviour around satisfaction, rather than just raw revenue has dramatic, positive results
- Appraisals: Fizzback scores and verbatim comments are great evidence on which to base performance appraisals, including performance relative to benchmarks or distribution curves
Employee engagement is a vital element of customer engagement and its importance cannot be overstated.
Contact us to find out how we can help.