West Bromwich Building Society Case Study
Rant & Rave
The challenge
West Bromwich Building Society are the 9th largest building society in the UK. They have 48 branches primarily located throughout the West Midlands employing nearly 1,000 members of staff.
They wanted a way to measure the satisfaction of staff in branch but needed something that was quick to manage as well as being easy for the member of staff to use. Rapide came up with the solution.
The solution
Rapide delivered Rant & Rave live to West Bromwich and the service was collecting staff feedback within 24 hours!
The feedback process is simple. West Bromwich give their staff a phone number to ring to leave feedback about the business. They are asked to leave a score and a comment. The scores range from 1-10 depending on their views - with one being very dissatisfied and ten being very satisfied.
The data is available to West Bromwich managers straight away by logging on to the Rant & Rave website. They can see all the scores and listen to the comments left by the staff all from one screen.
The system proved so successful that West Brom are rolling it out to their customers to find out what they really think about the branches and service.
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