Groo Continuous
Customer Feedback

Groo’s Continuous Customer Feedback offers the right insights, in-depth understanding of your customers, smart programs and reliable tailor-made support.

Groo Continuous
Customer Feedback

Groo’s Continuous Customer Feedback offers the right insights, in-depth understanding of your customers, smart programs and reliable tailor-made support.

Your customer journey with Groo

Together we will look for the moments of truth. The strategy is the starting point of the customer journey in which we discover together what really matters. From strategy to awareness, from gathering feedback to analysis to real action. Step by step we help your employees to get the best out of themselves in order to optimally serve the customer and grow.

1. Strategy

What does customer experience mean for your organization, for your customer and employee? During a strategic session with the Board of Directors, management and the customer experience team, we answer this question. Together we determine the desired result and establish the building blocks of the customer experience program. This is also when the first moment of the truth is determined with which we start.

2. Customer journey & Awareness

Awareness and involvement are key. Together with management and / or marketing, but also with the employees involved, we describe the customer journey. Not only because they have daily customer contact and give us a clear insight into the customer journey, but moreover to involve them and create awareness for the need to improve the customer experience. Together we determine how both the functional and emotional customer experience looks and how it should look like.

3. Development & Design

Determined the customer journey? Then it is time to prepare the questionnaire. Groo does this for you; short, concise and to the point. Adapted to the desired design it will be integrated in our research platform. Together with you, we define the workflow and hierarchy, the KPIs, associated triggers and the layout of the dashboard. Which employees will work with the dashboard, who must receive which customer feedback and at what time? Actions and alerts are set and Groo facilitates the link between your CRM environment and our research platform.

4. Implementation & Training

Everything is set to invite the first customers to give their feedback. But before we start, we conduct a thorough test phase. If everything works flawlessly, we will start. The customer feedback comes in from the first moment of going live. After a few days, the first insights are already clear and the customer experience team can get started. After 4 weeks we train the employees involved in the use of our online dashboard and activation management. The customer experience team and management also learn to use the dashboard based on direct customer feedback.

5. Gathering Feedback

Het Collecting feedback seems easy. But where do you start, which questions do you ask and how do you stimulate the customer to provide you with the right feedback? Groo helps you to collect the correct feedback per channel. With our advanced technology you can compare all contact moments, completely coated in the corporate identity of your organization. Curious? Check out our demo.

6. Analysis & Insights

Groo ensures that relevant customer feedback reaches the right place, in the right form, in the organization. Employees can offer customers an optimized experience. But that is not enough. All individual customer feedback will be wrapped together in order to get the right insights. The priority matrix will be defined on the basis of these insights. From there on, text analytics will give deeper insight into the reasons behind the feedback through clear tag clouds. Groo manages to uncover the motives of your customers. From complaining customer, to enthusiastic promoter: it starts with the right insights. Curious? View it in our demo.

7. Act to improve

Time to use all feedback and insights to optimize the customer experience and employee experience. For this, Groo uses the organization and the employee loop. The employee loop immediately turns a negative customer experience into a positive customer experience. This also applies to the feedback from employees: HR and managers can operate immediately. The organizational loop is focused on ‘stacked’ customer and employee feedback. The most important insights are determined based on data and organizational improvements for the long term are implemented. It is also possible for managers to have controlled actions carried out by their employees to improve the performance of the team. This is called the Closed feedback loop.

Image is not available
1. Strategy

What does customer experience mean for your organization, for your customer and employee? During a strategic session with the Board of Directors, management and the customer experience team, we answer this question. Together we determine the desired result and establish the building blocks of the customer experience program. This is also when the first moment of the truth is determined with which we start.

What does customer experience mean for your organization, for your customer and employee? During a strategic session with the Board of Directors, management and the customer experience team, we answer this question. Together we determine the desired result and establish the building blocks of the customer experience program. This is also when the first moment of the truth is determined with which we start.

What does customer experience mean for your organization, for your customer and employee? During a strategic session with the Board of Directors, management and the customer experience team, we answer this question. Together we determine the desired result and establish the building blocks of the customer experience program. This is also when the first moment of the truth is determined with which we start.

Image is not available
2. Customer journey & Awareness

Awareness and involvement are key. Together with management and / or marketing, but also with the employees involved, we describe the customer journey. Not only because they have daily customer contact and give us a clear insight into the customer journey, but moreover to involve them and create awareness for the need to improve the customer experience. Together we determine how both the functional and emotional customer experience looks and how it should look like.

Awareness and involvement are key. Together with management and / or marketing, but also with the employees involved, we describe the customer journey. Not only because they have daily customer contact and give us a clear insight into the customer journey, but moreover to involve them and create awareness for the need to improve the customer experience. Together we determine how both the functional and emotional customer experience looks and how it should look like.

Awareness and involvement are key. Together with management and / or marketing, but also with the employees involved, we describe the customer journey. Not only because they have daily customer contact and give us a clear insight into the customer journey, but moreover to involve them and create awareness for the need to improve the customer experience. Together we determine how both the functional and emotional customer experience looks and how it should look like.

Image is not available
3. Development & Design

Determined the customer journey? Then it is time to prepare the questionnaire. Groo does this for you; short, concise and to the point. Adapted to the desired design it will be integrated in our research platform. Together with you, we define the workflow and hierarchy, the KPIs, associated triggers and the layout of the dashboard. Which employees will work with the dashboard, who must receive which customer feedback and at what time? Actions and alerts are set and Groo facilitates the link between your CRM environment and our research platform.

Determined the customer journey? Then it is time to prepare the questionnaire. Groo does this for you; short, concise and to the point. Adapted to the desired design it will be integrated in our research platform. Together with you, we define the workflow and hierarchy, the KPIs, associated triggers and the layout of the dashboard. Which employees will work with the dashboard, who must receive which customer feedback and at what time? Actions and alerts are set and Groo facilitates the link between your CRM environment and our research platform.

Determined the customer journey? Then it is time to prepare the questionnaire. Groo does this for you; short, concise and to the point. Adapted to the desired design it will be integrated in our research platform. Together with you, we define the workflow and hierarchy, the KPIs, associated triggers and the layout of the dashboard. Which employees will work with the dashboard, who must receive which customer feedback and at what time? Actions and alerts are set and Groo facilitates the link between your CRM environment and our research platform.

Image is not available
4. Implementation & Training

Everything is set to invite the first customers to give their feedback. But before we start, we conduct a thorough test phase. If everything works flawlessly, we will start. The customer feedback comes in from the first moment of going live. After a few days, the first insights are already clear and the customer experience team can get started. After 4 weeks we train the employees involved in the use of our online dashboard and activation management. The customer experience team and management also learn to use the dashboard based on direct customer feedback.

Everything is set to invite the first customers to give their feedback. But before we start, we conduct a thorough test phase. If everything works flawlessly, we will start. The customer feedback comes in from the first moment of going live. After a few days, the first insights are already clear and the customer experience team can get started. After 4 weeks we train the employees involved in the use of our online dashboard and activation management. The customer experience team and management also learn to use the dashboard based on direct customer feedback.

Everything is set to invite the first customers to give their feedback. But before we start, we conduct a thorough test phase. If everything works flawlessly, we will start. The customer feedback comes in from the first moment of going live. After a few days, the first insights are already clear and the customer experience team can get started. After 4 weeks we train the employees involved in the use of our online dashboard and activation management. The customer experience team and management also learn to use the dashboard based on direct customer feedback.

Image is not available
5. Gathering Feedback

Het Collecting feedback seems easy. But where do you start, which questions do you ask and how do you stimulate the customer to provide you with the right feedback? Groo helps you to collect the correct feedback per channel. With our advanced technology you can compare all contact moments, completely coated in the corporate identity of your organization.

Het Collecting feedback seems easy. But where do you start, which questions do you ask and how do you stimulate the customer to provide you with the right feedback? Groo helps you to collect the correct feedback per channel. With our advanced technology you can compare all contact moments, completely coated in the corporate identity of your organization.

Het Collecting feedback seems easy. But where do you start, which questions do you ask and how do you stimulate the customer to provide you with the right feedback? Groo helps you to collect the correct feedback per channel. With our advanced technology you can compare all contact moments, completely coated in the corporate identity of your organization.

Image is not available
6. Analysis & Insights

Groo ensures that relevant customer feedback reaches the right place, in the right form, in the organization. Employees can offer customers an optimized experience. But that is not enough. All individual customer feedback will be wrapped together in order to get the right insights. The priority matrix will be defined on the basis of these insights. From there on, text analytics will give deeper insight into the reasons behind the feedback through clear tag clouds. Groo manages to uncover the motives of your customers. From complaining customer, to enthusiastic promoter: it starts with the right insights.

Groo ensures that relevant customer feedback reaches the right place, in the right form, in the organization. Employees can offer customers an optimized experience. But that is not enough. All individual customer feedback will be wrapped together in order to get the right insights. The priority matrix will be defined on the basis of these insights. From there on, text analytics will give deeper insight into the reasons behind the feedback through clear tag clouds. Groo manages to uncover the motives of your customers. From complaining customer, to enthusiastic promoter: it starts with the right insights.

Groo ensures that relevant customer feedback reaches the right place, in the right form, in the organization. Employees can offer customers an optimized experience. But that is not enough. All individual customer feedback will be wrapped together in order to get the right insights. The priority matrix will be defined on the basis of these insights. From there on, text analytics will give deeper insight into the reasons behind the feedback through clear tag clouds. Groo manages to uncover the motives of your customers. From complaining customer, to enthusiastic promoter: it starts with the right insights.

Image is not available
7. Act to improve

Time to use all feedback and insights to optimize the customer experience and employee experience. For this, Groo uses the organization and the employee loop. The employee loop immediately turns a negative customer experience into a positive customer experience. This also applies to the feedback from employees: HR and managers can operate immediately. The organizational loop is focused on ‘stacked’ customer and employee feedback. The most important insights are determined based on data and organizational improvements for the long term are implemented. It is also possible for managers to have controlled actions carried out by their employees to improve the performance of the team. This is called the Closed feedback loop.

Time to use all feedback and insights to optimize the customer experience and employee experience. For this, Groo uses the organization and the employee loop. The employee loop immediately turns a negative customer experience into a positive customer experience. This also applies to the feedback from employees: HR and managers can operate immediately. The organizational loop is focused on ‘stacked’ customer and employee feedback. The most important insights are determined based on data and organizational improvements for the long term are implemented. It is also possible for managers to have controlled actions carried out by their employees to improve the performance of the team. This is called the Closed feedback loop.

Time to use all feedback and insights to optimize the customer experience and employee experience. For this, Groo uses the organization and the employee loop. The employee loop immediately turns a negative customer experience into a positive customer experience. This also applies to the feedback from employees: HR and managers can operate immediately. The organizational loop is focused on ‘stacked’ customer and employee feedback. The most important insights are determined based on data and organizational improvements for the long term are implemented. It is also possible for managers to have controlled actions carried out by their employees to improve the performance of the team. This is called the Closed feedback loop.

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Additional services

Training on-site

During the on-site training, all those involved in the research are trained in using the dashboard, interpret the results and formulate adequate actions themselves or by colleagues. One can give compliments to colleagues, implement improvement actions within the organization and exploit significant marketing opportunities.

Improvement workshop

Where the on-site training is focused in particular on daily use of the dashboard and the follow-up of individual customer feedback, the improvement workshop is mainly aimed at achieving structural improvements. During the workshop we focus on the 3 to 5 most important improvement points based on the insights, gathered over a longer period.

Reports & Communication

Although it is a continuous survey with real-time insights, it is important to inform internal as well as external stakeholders periodically. Think of annual reports for the management or a newsletter to customers. Groo can assist with this by means of periodic reports or customized infographics.