Prior to partnering with Rant & Rave, Reed in Partnership’s feedback collection consisted of bi-annually distributed surveys to customers, in hopes of evaluating NPS score.
Due to the heavy internal lift for creation and launch, the low volume of feedback, and long response times from customers, Reed was facing a 3-month long cycle before even addressing any of the feedback. To get an accurate representation of data, streamline the customer feedback loop, and increase efficiency of response times, Reed needed a solution.
Highlights:
- 48-hour response time to customer dissatisfaction
- 50% reduction in formal complaints
- 100,000+ customer feedback responses received