As part of the solutioning, SOH Hospitality Solutions Centre (HSC) developed a new customer satisfaction survey for the partner. This is to ensure that only questions relating to key satisfaction attributes relevant to the seniors and their caregiver will be captured in the survey.
Based on the profile of seniors and caregivers, the data collection method was primarily through the use of phone. Leveraging students from our module H304 Contact Centre Operations, we managed to complete calls for more than 1,000 data sets. Data gathered included both quantitative data and qualitative verbatim from the respondents.
Customer data analysis in the following areas were provided to our partner:
- Net promoter score analysis
- Customer satisfaction analysis based on RATER model
- Recommended areas for improvement