Can a Feedback Management solution really tell you anything about your operations?

Whether you're a branch manager, a store manager or a regional manager, the idea that a Feedback Management solution can help someone in the field better understand their own customers' expectations may seem far-fetched.

But with the advent of Big Data, brought to the fore by semantic analysis in particular, the new Feedback Management solutions can, in fact, perform analyses inaccessible to a human brain. Without systematically teaching operational staff anything, these solutions will, in any case, amply help them. Let's find out how.

Weak signals: detecting the infinitely small

A weak signal is a semantic concept or word that, over a given period of time, begins to gain in importance. It is repeated by customers with a frequency that remains low, almost undetectable, but significantly increasing.

For example, at one of the vacation clubs using our solution, the keyword "slab" was flagged as an alert by our system and sent directly to the resort manager. This word was cited only 7 times among the hundreds of comments received over the month of August.

After investigation by the manager, it transpired that a slab in the pool was loosening. He was able to carry out the necessary repairs before the situation became dangerous for the establishment's guests.

Tops/Flops: a global vision of your services

Naturally, an operator tends to focus on what's wrong, overestimating the negative points of his offer while minimizing the positive ones. To counter this, a global vision of satisfaction attributes seems necessary.

With the presentation of an Importance/Satisfaction matrix(see our blog article), as Feedback does, an operator can regain a global and accurate vision of his offer. They can also understand which attributes to emphasize and which to prioritize.

With such an analysis, operational staff are also freed from the noise and analysis biases that can mislead them in their general understanding of their services.

Route monitoring: be the first to know

The number 1 problem for the operational manager is to detect problems before they become unmanageable or have a lasting negative impact on the business. But depending on the volume of respondents and the margins of error in the analyses, this is not always an easy task. There can be a lot of analysis to be done before a problem is detected.

With the Feedback solution's path monitoring, a site manager receives an email as soon as an important attribute drops out.

Action plans: drawing inspiration from others

In a network of stores, agencies or hotels, an operations manager is never completely alone. In any case, they face the same difficulties as their colleagues.

With Feedback's action plan system, the idea is to learn, not about operations as such, but about the best ways to improve services. With a system of votes and comments open to all, it's easier to find out what works and what doesn't, and what you can and can't replicate on your site.

In conclusion

A Feedback Management solution, like the one offered by SatisFactory, can really help operational staff to understand their operations. Thanks to Big Data technologies and Data Science, it is possible to extract key information that is undetectable to a human being.

Contact us for a demo of our solution.