Whitbread Case Study
Team Communications
"Unlike paper and email formats, voice messaging is cutting edge and we gained so much more feedback than we have experienced from traditional surveys." Nigel Trotman, Whitbread
The challenge
Whitbread want to know what their company car drivers think about the policy and how they can improve the service for them.
Traditionally they tried paper and email surveys but neither had a great response rate. Whitbread were not getting the information that they needed - failing to achieve their target minimum response rate of 40%.
The solution
Rapide sent a voice message to 200 company car drivers.
Drivers were connected directly to Rapide's automated survey system to leave their scores and comments.
If the driver was not available, or unable to take the call, the Rapide system left them a voice message with a number for them to call at their convenience to complete the survey.
The result - Whitbread captured the information that they needed quickly and easily, getting a response rate of 57%.
20% of drivers even went so far as to make additional comments and suggestions to improve the company car scheme - the Rapide service captured all this powerful information as well as the quantitative scores.
In six months time, the next selection of drivers will be targeted with the same survey in hopes they will have an equally high response rate.
Nigel Trotman, Business Relationship Manager at Whitbread recommends the service's ease of use,
"The summary for the survey from Rapide was fantastic - the results were very easy to analyse.
"It is a terrific tool, and a number of people have said it was a fantastic idea. Others wanted to use the system in other areas of the business too."Click here for more Case Studies >> 
