International Success Story with Serco Leisure
Sector: Organizational Design
Overview: Based in the U.K., Serco is one of the world’s leading service and outsourcing companies. By successfully managing organizational design and change, they help national and local governments around the world to improve services across all aspects of their activities. Where appropriate they apply this capability to help commercial clients to achieve their strategic goals.
Problem: Serco Leisure had no coordinated way of gathering sufficient customer survey data. It was the responsibility of each individual site to gather and produce customer satisfaction survey feedback. Some sites tried comment cards, but without success, as the poor response levels had to be supplemented by paid interviewers to obtain a satisfactory number of responses.
Data feedback relating to specific potential problems, e.g. cleanliness.
Opinionmeter is now generating on average 300 responses a fortnight.
Because of its child safety nature, the Opinionmeter mobile survey devices could be left unattended around children with no safety fears or risk of data being corrupted.
Feedback: “We have found Opinionmeter to be extremely useful in supporting us with customer survey data in our client presentations. The client’s perception of the system has been very positive. Opinionmeter provides us with the precise customer survey information we need in a short space of time. The fact that we can display this customer satisfaction survey feedback in easy to understand graphs adds real value. The customer satisfaction survey information allows us to deliver high value reports, both to our clients and operations managers, to provide up-to-date real-time information on how the business is performing and to manage customer expectations.”
Group ICT Manager