The Encon Group has launched an exclusive feedback scheme for the customers of all its Encon Insulation and Nevill Long branches.
The HappyOrNot initiative has been trialled in five branches since the beginning of the year and the Encon Group says it will now be extended to all 20 branches from May as a result of its popularity. The company has also made an exclusivity agreement to make it the first in the industry to introduce the approach.
The scheme uses a 3G wireless device located at trade counters to ask customers to rate each branches customer service and provide feedback on their experience by hitting one of four smiley-face buttons, which range from green to red.
Nick Lankester, commercial development manager for the Encon Group, said: “People rarely stop to fill out forms so the idea of just pressing a button appeals. This is a really positive step forward in showing our trade counter customers our appetite to be their distributor of choice and how much we value their feedback.”
The scheme has been designed to make customer satisfaction an easy Key Performance Indicator (KPI) through the use of monitoring software within the device, which sends reports and results to branch managers and group management. This enables them to chart overall satisfaction levels and trends within individual locations and across the branch network to find where improvements can be made.
This level of best practice analysis enabled one of the trial branches to identify changes needed to shift patterns in the warehouse. The HappyOrNot monitoring had showed an increase in dissatisfaction around the time of the shift change but once this had been rectified, the ratings improved.
