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Case Studies > International
Case Studies |
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Opinionmeter International
Success Story with Serco Leisure |
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Sector: Organizational Design
Overview: Serco is one of the world’s leading
service companies. By successfully managing organizational design
and change, they help national and local governments around the
world to improve services across all aspects of their activities.
Where appropriate they apply this capability to help commercial
clients to achieve their strategic goals.
Problem: Serco Leisure had no co-ordinated way
of gathering data. It was the
responsibility of each individual site to produce customer feedback.
Some sites tried comment cards, but without success, as the poor
response levels had to be supplemented by paid interviewers in
order to obtain a satisfactory number of responses.
Solution: OPINIONMETER
Benefits
Data feedback relating to specific potential problems, e.g. cleanliness.
Opinionmeter is now generating on average 300 responses a fortnight.
Because of its child safety nature, the Opinionmeter could be left
unattended around children with no safety fears or risk of data
being corrupted.
Feedback: "We have found Opinionmeter to be
extremely useful in supporting us in our client presentations. The
client’s perception of the system has been very positive.
Opinionmeter provides us with the precise customer information we
need in a short space of time. The fact that we can display this
customer feedback in easy to understand graphs – adds real
value. The information allows us to use this in best value reports,
both to our clients and operations managers, to provide up-to-date
information on how the business is performing and to manage customer
expectation."
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