Compass’ automated Closed-Loop System
- Reduced average customer response times to under 72 hours
- Increased customer survey completion rates
- 85% customer follow-up contact rate.
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The challenges
Compass Group are one of Australia’s largest food and support services organisations, serving over 52 million meals at 700+ locations each year. They understand that listening to their customers is crucial for delivering exceptional service.
However, Compass faced significant challenges due to the complexity of their legacy systems and the lack of standardisation in how they captured and reported customer feedback. With large volumes of unstructured data spread across multiple systems, it was difficult for Compass Group to gain meaningful insights. Additionally, the lack of governance over their question sets, methods of calculation, and variations in data reporting further complicated the situation.
Feeling the pressure to transform their customer listening program quickly, and with a newly formed team who unfortunately lacked the technical skills and resources to meet the business; requirements within the tight timelines,
Compass Group turned to Qualtrics and Act XM for help. Recognising the need for a swift transformation of their customer listening program and the challenges posed by a newly formed team lacking technical expertise and resource constraints, Compass Group partnered with the team at Act XM to revolutionise their customer listening program.
The solution
We introduced Compass Group’s automated closed-loop feedback system for enhanced user-experiences and scalability across their organisation.
Working hand in hand with Compass Group’s delivery team, our technical program architect successfully launched a closed-loop ticketing process seamlessly aligned with their requirements. We leveraged Qualtrics’ dynamic survey design tools and diverse distribution channel options, to create an automated process that optimises efficiency and effectiveness.
To manage the large number of ticket responding teams, we developed a dynamic ticket assignment system that utilises supplemental data. This streamlined approach ensures accurate ticket allocation, with any team changes immediately reflected across the entire process. To facilitate faster resolution, the tools also include features such as escalations, ensuring urgent matters receive prompt attention.
The new process empowers each internal team to take responsibility for their tickets through ticket groups. Stakeholders can take action or escalate tickets in line with their unique team hierarchy, resulting in more effective and efficient team ticket management.
With the closed-loop ticketing process firmly embedded in Compass Group’s operations, we turned our attention to enhancing their reporting tools. These tools have been equipped with additional features to empower their teams in identifying and addressing the key causes of customer issues more efficiently.
Our reporting tools now offer in-depth analysis of service failure categories, allowing Compass Group to identify recurring patterns and prioritise improvements. By delving into the main causes of customer issues, Compass Group can implement targeted solutions for enhanced customer satisfaction.
We understand the importance of visual evidence in issue resolution. That’s why we have integrated media capabilities into the reporting tools, enabling Compass Group’s teams to utilise photos and other media formats to better identify and understand the underlying causes of customer issues.
The impact
Compass Group observed notable enhancements in their key performance indicators following the introduction of their closed-loop customer feedback system. With access to relevant information from customer feedback, their teams are now able to respond promptly and more efficiently. The implementation resulted in increased customer survey completion rates (one client reported a 75% surge in responses within a year) and reduced average response times to under 72 hours (down from over 10 days previously).
Compass’s ability to generate data reports at both micro and macro levels has greatly enhanced accountability among internal stakeholders and empowered them to utilize the data for actionable insights. The successful achievement of an 85% contact rate for customers who requested follow-up after completing surveys is a clear indication of the impressive power of the new automation system and the valuable insights derived from the data.
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