Feedback Ferret Partners with CFS to Provide Innovative New Technology to Improve Customer Experience for Retail Clients
CHICAGO, July 26, 2013 /PRNewswire/ -- This month marks the start of a new partnership between Feedback Ferret and South African owned CFS (Customer First Solutions). The partnership will enable the retail, hospitality and automotive industries to gain deeper insight into their customer feedback and to monitor actions taken to improve customer experience.
CFS specialise in the supply of point of sale terminals for capturing customer feedback. Their clients comprise retail shops, banks, hotels, clubs and car dealerships. Their dedicated, robust, simple to use feedback terminals are very popular and generate 20 times more response than a touchpad. However, until now, the raw Voice of Customer feedback from the kiosks has only been crudely analysed. CFS had been looking for a more sophisticated solution that helps their clients better understand what their customers are saying through their feedback terminals. They have now found the solution - Feedback Ferret.
Feedback Ferret has been commissioned to take all the data from all the terminals, translate any feedback made in Afrikaans, analyse it and make it available to CFS clients via Analysis Dashboards at both HQ and local outlet level. The results help clients understand what factors are driving NPS.
There has been an overwhelmingly positive response to the Ferret technology from CFS clients. Initially it was the Feedback Ferret Analysis Dashboards that convinced CFS to engage in the partnership but since then, they have been shown the Feedback Ferret Response Centre and are now rapidly expanding the offering to their clients. The Response Centre module gives CFS clients a central hub to manage, action and track closed-loop follow-up tasks following customer feedback.
Bronwyn O'Neil, Client Services Manager of CFS says: "We love what Feedback Ferret can do for our clients. Although we have always provided the devices to capture customer feedback, we have been looking for a complimentary tool to analyse and report the feedback in a more customer friendly way. The Ferret does just that. We were looking at developing a Response Centre ourselves but there is now no need as the Feedback Ferret Response Centre does everything we could ever wish it to do."
Piers Alington, Managing Director of Feedback Ferret, is impressed by how the South Africans have embraced the Feedback Ferret technology: "Everyone we have demonstrated our product to in South Africa has welcomed it with open arms. There is an overwhelming enthusiasm to innovate and embrace new technology. As a nation, they don't want to be left behind and are not hamstrung by tradition and the oft cited 'but we've always done it that way' approach. We are thrilled to have forged our partnership with CFS and look forward to developing the business over the coming months."
Planet Fitness - a leading network of Health Clubs across South Africa - is the first of CFS's clients to embrace the new technology and 5 more clients will follow imminently. The working relationship between Feedback Ferret and CFS is extremely positive and discussions with the CFS US and UK counterparts are now progressing rapidly.
UK: Piers Alington +44 (0) 1628 681 088
US: Kate Handley 1 (312) 2914629
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SOURCE Feedback Ferret Ltd.