Store Name01 Sep 2012 - 30 Sep 2012

07:00 - 19:00

584

90%

Excellent 476 82%

Average 29 4%

Poor 79 14%Total

Target

Total Results

Volume over weeks

Percentage over weeks

Volume over hours of the day

Sample Service Survey Report Sample Service Call Report

Store Name01 Sep 2012 - 30 Sep 2012

07:00 - 19:00

Wireless Customer Feedback: Overview

5 Question Survey Pad

www.servicesystems.co.za

1 Question Survey Pad

Service / Call Pad

Real-time customer feedback monitoring

Managers and department heads are linked up to the feedback system using

Telegram, a free Instant Messaging app similar to WhatsApp

A group is configured for each site, keeping key staff members informed of

service related issues

Immediate service recovery can be implemented when a customer experiences

poor service

Roads & Traffic Dept

Customer Service SystemCounter 7 rated question 4 poorly "Were your expectations met?"

12:24

Jane ThomasVisited the counter and spoke tothe customer. He was irate becausehe was unsure about the forms heneeded. I showed him and resolvedhis enquiry. 12:27

Call Pad Indicator (CPI) - optionalThe CPI indicates areas in which a customer requires assistance.

The LED will stop flashing once the call request has been

canceled in that department

It is typically located at the information desk.

Service Call & Survey PadsAll customer feedback is reported online or via email

Poor presses send real-time messages to managers phone

and Service Indicator pad

30 second delay between button presses to avoid tampering

Audible feedback on button press

When Call for Service is pressed, an instant message is sent

to managers/staff members handsets

Calls are escalated if a customer is left unattended

Response times are indicated in the group IM chat, as

well as in daily, weekly and monthly reports