How Reed in Partnership halved formal complaints with real-time feedback
Reed in Partnership delivers employability support, citizen services, wellbeing, and assessment programs across the United Kingdom. Its surveys went out twice a year, and feedback took three months to act on. Now every milestone triggers a request, and a low score reaches a manager the same day.
01The challenge
The challenge: twice-yearly customer surveys and a three-month feedback cycle
A three-month wait before anyone read the feedback.
Reed in Partnership surveyed customers twice a year to measure its Net Promoter Score. Each round took real effort to build and launch, the volume of replies was low, and customers were slow to answer. By the time the results came in, Reed faced a three-month cycle before it could act on anything they said.
It needed feedback organized by topic, alerts it could act on quickly, and less work for its operations and continuous improvement teams.
Response time to customer dissatisfaction, before and after.
02What changed
The fix: milestone-triggered feedback surveys for every customer
Feedback requests timed to each step of the program.
Surveys used to go to every customer at once, whether they had just joined a program or were about to finish it, which skewed the results. Reed set up trigger points that send a feedback request automatically when a customer reaches a specific milestone.
The operations team no longer spends set months chasing survey replies, so its time goes into making improvements instead.
Responses from milestone-triggered requests.
03The result
The result: real-time alerts and 50% fewer formal complaints
Every low rating goes straight to a manager.
When a customer gives a low rating, it is routed automatically to a manager to resolve. Reed now responds to dissatisfaction within 48 hours, and formal complaints fell by half within the first six months.
A live dashboard shows satisfaction trends, response times, and demographic detail, so the team can find common pain points. Reed also has a more accurate view of its Net Promoter Score, and can use the data to attract new customers.
Reduction in formal complaints within the first six months.
Reed in Partnership results at a glance
Reed in Partnership delivers employability and citizen services under public contracts in the United Kingdom, where formal complaints and customer satisfaction are reported to the commissioning bodies. Faster closed-loop feedback is how it keeps formal complaints down.
| Measure | Before | Result |
|---|---|---|
| Survey frequency | Twice a year | At every program milestone |
| Time to respond to dissatisfaction | About 3 months | 48 hours |
| Formal complaints | Baseline | 50% fewer in six months |
| Feedback responses | Low volume | 100,000+ |
How to run a program like Reed in Partnership’s
- Map the milestonesList the points in a customer's program where their view changes, such as joining, mid-point reviews, and completion.
- Trigger a survey at each oneSend a short survey by text message or email automatically when a customer reaches a milestone.
- Route every low scoreSend any low rating straight to a named manager, with a target of a reply within 48 hours.
- Report the trendTrack satisfaction, response time, and Net Promoter Score by program on a live dashboard.
Voice of Customers runs every step on one platform, from the survey to the follow-up.
With Rant & Rave you always have that live feedback data every single day. We can do a bit more a deep dive into the data to address any areas of concerns immediately.
What they use
The parts of Voice of Customers behind Reed in Partnership’s results.
Every module runs on one platform, with surveys by text message, email, voice, and web form, a sentiment engine that reads every comment, and follow-up that gives each unhappy customer an owner.
- Milestone-triggered surveys
- Real-time alerts
- Feedback dashboard
- Discover reporting
Take it with you
Get the Reed in Partnership case study as a two-page PDF.
The results, the charts, and how they did it, in a format you can forward to your team or bring to a budget meeting.
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