Flagship Group will be using Rant & Rave’s online customer engagement platform to listen to its tenants in a bid to better understand their needs. Flagship will be rolling out Rant & Rave as a real-time solution across all housing types, covering all customer journeys, and a multitude of touchpoints using email, SMS and IVR.
Flagship will now be able to measure both its customer satisfaction score (CSAT) at a transactional level and its net promoter score (NPS), on an annual basis, as a measure of the quality of its relationships with tenants.
Kenny Bain, CEO, Rant & Rave, said, “Gaining feedback and listening to customers is the only way to truly know how your service is being delivered and received. Not only can they reach their customers in the moments that matter, which will help them solve problems and build loyalty, but they can also commend teams when they have good feedback, enforcing positivity and enhancing service further, or improve where necessary.”
Flagship will also be integrating Rant & Rave’s module for frontline staff, meaning they will be accountable for their own feedback, and empowered to influence the customer experience by identifying areas of improvement and being able to see the areas in which they excel.