Scottish Water invests in Rant & Rave

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Rant & Rave, Rapide's real-time customer feedback solution, now replaces Scottish Water's old method of gaining feedback via paper based surveys which was both time and resource intensive.

Scottish Water invest in Rant & Rave

Scottish Water invests in Rant & Rave

Each paper response required a member of staff to manually analyse its contents, Rant & Rave now does this for them automatically, leaving staff free to focus their attention on driving improvements to service.

Scottish Water has chosen to make the move to enable them to react quickly and easily to positive and negative comments and to understand what really matters to their customers.

The Water Industry Commission for Scotland closely monitors and reports on Scottish Water’s customer service performance so it’s of paramount importance that the supplier is seen to respond positively to any issues raised and to take notice of any praise they receive.

Molly Finnegan, Customer Strategy and Insight Manager says: “We wanted a way to find out what our customers think and to be able to react to their feedback as quickly as possible. By capturing and understanding their thoughts in real-time we can proactively make changes for the better and continue to keep customers happy by doing the things they have raved about.”

Customers who have had a recent interaction with Scottish Water will now receive a text, call or email asking for their feedback. This is analysed straight away by Rapide’s award winning technology and uploaded onto the Rant & Rave dashboard, which ALL staff, whether they are in the call centre or a director, can log into and view the real-time customer feedback.

Since launching the service ten weeks ago, response rates have been very high with the average response rates to SMS just under 50%, emails around 30% and landline calls 20%.

Nigel Shanahan, MD and founder of Rapide says: “Scottish Water has worked with Rapide for over 10 years now, as we provide them with our Inform & Interact solutions to communicate with their engineers. We’re very pleased to be extending our relationship to help them gather feedback from their customers using Rant & Rave. Insight into what you are doing right and wrong in your business is key to success and we know that it will have a significant impact on their bottom line.”

http://www.rantandrave.com

Ends

Rapide was launched in 2000 by Nigel Shanahan and is one of the UK’s leading customer engagement specialists, providing customer engagement solutions that drive advocacy to half of the FTSE.

They produce state-of-the-art proactive communication and fast feedback technology that lets their clients increase revenue and reduce churn by listening and reacting to the voice of the customer in real-time.

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Jennifer Morris
Rapide
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since: 10/2009
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