Customer Service Surveys and Data Collection

NHG collect feedback from our residents about their transactions and interactions with us. This is used to coach and develop staff, recover services for residents where something has gone wrong and to make improvements to the way we do things.

To support this work NHG are procuring a real-time, multi-channel customer feedback solution to help us to really understand the voice of our residents.

The solution will cover the collection, display, analysis and reporting of both positive and negative customer feedback, including the ability to recover the situation through alerts of issues or negative feedback and analyse verbatim comments.