Nectar Imports , Sue Palmer, Marketing Manager
“Caroline and her team bring a wealth of knowledge and experience. Having recently been through a period of substantial growth, Ntouch helped us to establish if we still lived up to our values and a service focused culture.
Caroline facilitated great discussions with our team at all levels, her passion for customer service and practical down to earth approach resulted in invaluable honest feedback from our team.
In addition, they gained great feedback from our customers, Ntouch designed a simple and highly effective telephone survey which resulted in us gaining a better understanding into our customer’s needs, wishes, likes, dislikes and aspirations – A really worthwhile exercise which influenced our future strategy and ongoing success of our business”.
STA Travel , Jackie Knell, Sales Director
“In a digital age, I have been amazed by the amount of quality and really useful customer insights Ntouch has supplied to our business.
The insights from the telephone interviews are so powerful, there is no hiding from what your customers really think. Our customer’s opinions have really helped to engage the team on what it takes to deliver a great customer experience. In addition the actionable feedback has enabled us to understand what the keys things are that impact on the customer’s decision to book their trip with us as well as identify areas where we can make improvements to our service.
Their passion for service and expertise really helped to design a simple but very effective service measurement programme – the telephone interviews and mystery shopping now provide an excellent measurement of just how good our sales teams are at compliance to our operational standards. This has helped us have a clearer view of our training requirements and through improving our service levels and sales skills of our team we have improved our profit significantly.”
Rowse Honey , Lisa Robinson, Marketing Team
"Customer service is of paramount importance to us at Rowse Honey. We believe that every consumer that makes contact with us should feel valued & delighted. Ntouch ensures that this happens 100% all of the time.
Ntouch are a key part of our team & go the extra mile to ensure that they are as passionate about honey as we are, and as a result are amazing ambassadors for our brand."
Weight Watchers , Samantha Rhodes, Operations Director
"Understanding how our members feel about Weight Watchers is key to our success. With circa 5000 meetings a week we needed a cost effective way of gaining actionable feedback that would help us drive new enrolments, improve member retention and provide actionable feedback to improve our member experience at a local level.
In the three years I have been working with Caroline and the Ntouch team, they have made a huge contribution to my achieving our member experience goals. Working closely with my team they visited a wide cross section of our meetings to identify how our members felt about Weight Watchers and establish existing standards. We then worked on improving and redesigning the meeting format, setting new standards and introduced processes to ensure delivery.
To help us track these improvements, Ntouch developed “Rate your Experience” a cost effective telephone survey of members, that provides us with weekly invaluable member insights and reporting that allows us to focus effort where it is most needed, providing fast feedback that can be actioned immediately.
Unlike mystery shopping, this real time member feedback has 100% credibility with our service providers and field teams and has been positively embraced as an operational tool as well as invaluable qualitative research."