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From feedback to progress: How BLKB increases customer satisfaction
AUSGANGSLAGE
Maximum customer orientation is BLKB's ultimate goal. BLKB was looking for a solution that would allow them to record customer satisfaction at various customer contact points. At the same time, income diversification was another important pillar of the strategy. The focus was on the “investment” area and should support the income base more broadly. BLKB intended to take another step forward in terms of digitization towards these goals. An internal study in spring showed that word of mouth is a particularly effective channel for BLKB to acquire customers. After the internal referral program was discontinued, BLKB recognized the potential to use this proven referral channel more efficiently. There was a clear desire to take targeted measures to promote customer recommendations more strongly and systematically integrate them into acquiring new customers.
ZIEL
More and up-to-date customer feedback
Improving customer satisfaction measurement
Generate personalized recommendations
Acquiring new customers
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Activate happy customers
Boosting online reputation through Google reviews
Einsatz Empfehlungs- und Feedbacklösung hypt
After each consultation, private customers of various categories receive a business card with a QR code, which leads to a brief chat interaction with “Daniela”, a friendly BLKB avatar. Additional emails were sent to customers at a later date. Daniela asks customers for anonymous feedback in a fun and user-friendly way. For the first time, this feedback gives consultants the opportunity to measure their performance in the form of direct feedback.
In the chat, satisfied customers are encouraged to share a recommendation via messenger services such as WhatsApp and leave an online rating. Dissatisfied customers, on the other hand, can express their complaints directly and, optionally, be forwarded to the support team. In this way, word-of-mouth advertising is fully covered.
Ergebnis
84% feedback rate
On average, 84% of customers gave qualitative feedback on the advice they received.
22% recommendation rate
In addition, 22% of customers were motivated to recommend them.
0.5-star improvement
The average Google rating has risen by 0.5 stars across all locations. At some even up to 1 star.
The feedback and recommendations are collected anonymously in the HYPT dashboard, the “hyperspace.” This enables management to compare the performance of the locations on a daily basis and to identify optimization potential to increase customer enthusiasm.
success story
By implementing hypt, BLKB was not only able to increase customer satisfaction, but also improve its internal quality assurance. The positive feedback from customers was not only noticed by management, but also directly motivated the consultants to reflect on and continuously optimize their working methods.
Your strongest sales channel has been hiding in plain sight – time to use it
From feedback to reach: ImmoScout24 relies on the voice of the community
