In a busy business- whether it’s a hotel, restaurant, cafeteria or university, automation is an important element to creating workflow efficiencies for staff. Now, more than ever, staff are pressed for time, not only trying to “wow” their visitors at every touchpoint, but to keep the basic business running, while often facing staffing issues.
Implementing a customer feedback program that has a focus on automation will not only help to improve the overall customer experience in the long term, but will give your staff the tools they need to automate some of the actions as it relates to guest feedback.
The Loop Experience Platform adds elements of automation into the platform to ensure you can follow-up with customers during key moments of truth.
Identify Your Key Performance Indicators (KPIs)
How are you managing success in your business? Which brand standards have you identified as important to your organization?
Before starting any new program, it’s important to understand the metrics that your business currently has and which areas you want to strive to improve. From low NPS scores, to negative CSAT scores, with Loop you can use automation to ensure you’re following up with “at-risk” customers in the moment.
Having objectives that can be easily quantified and reported on, is important to the overall success of the program, as well as holding the organization and team accountable.
Set Actions in Your Survey Project
Identify promoters and detractors in your NPS scores and have the ability to follow-up based on the Action Management framework. Whether your KPI is to have everyone over a score of 3 or 4, you can ensure that an employee follows up with anyone under that benchmark.
When creating a project in the Loop Experience Platform, set automated actions to close the loop on feedback provided by guests. Using your KPIs as benchmarks to create actions that represent when you want a ticket to be created based on which threshold is being met will allow you to ensure you meet your company objectives.
Tickets can be managed by on-site staff, and reported back on by management to determine which improvements need to me made in the business. Check out the details on how Tickets in the Loop Experience Platform works.
Watch the 2 Minute Demo Video: