Although companies initiate solutions that are supposed to improve customer satisfaction and loyalty, many are flawed because they neglect to bring the customer into the mix. One way to ensure that these strategies make a return on your investment is to have a consistent measurement of the voice of your customers in place.

This was the challenge for British Gypsum, the UK's leading supplier of internal wall and ceiling systems who manufacture through 5 plants and deal with orders and customer service issues through their call centre.

British Gypsum wanted a feedback solution so they could bring the voice of the customer into their business. They asked Rapide to implement their Rant & Rave solution.

Not only does it allow them to ask their call centre customers to give feedback once the agent has spoken to them, but gives them the option to add a unique feedback number to customer order forms and delivery notifications.

This has made it easy for their customers to provide quick and real time feedback at the point of service delivery using a Freephone number.

“Feedback will be used to drive continuous improvement into the business,” said Linda Parsons, Operational Supply Chain Manager at British Gypsum and they are impressed with the results.

She went on, “Rant & Rave allows customers to provide feedback on the service provided. Ongoing contact and access to customers is vital if your business focus is the customer.”

Feedback is available to view and report on instantaneously via a web page with secure login.

British Gypsum are enthusiastic, “The service was established within a short space of time, it is easy to access and I would recommend it to all customer facing organisations.”