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Customer Feedback and Response

The Customer Feedback and Response team is to continuously collect, analyze and action the voice of ATG customers to enhance customer experiences. ATG collects and responds to customer feedback, communicating the impact of improvement initiatives along the way to demonstrate ATG’s customer focus. Customer feedback informs your decision-making and influences how we improve your services.

ATG established Customer Issue-to-Resolution (ITR) that is to provide programmatic and scalable processes to facilitate resolution of customer issues/complaints raised to ATG by customers to account teams, to executives or to the Better Business Bureau, or through customer satisfaction survey responses (Survey Follow-Up and ITR).  ITR programs also focus on analyzing data to proactively identify emerging issues that have the potential of impacting our customers, and to address and resolve emerging issues early to prevent further escalations.

ATG implemented Customer Satisfaction Survey that helps organizations achieve high level of customer satisfaction and improve customer experience KPI’s. There are various methods to collect responses for surveys. It could vary from collecting face to face feedback to using various tools and technology. Below listed are some of the methods used to collect feedback using various tools:

  • IVR (Interactive Voice Response) based voice analytics survey
  • Web based text analytics survey
  • Social media survey
  • Email survey
  • Mobile survey

When it comes to customer satisfaction survey from the view of the customers, the survey provides a channel to provide feedback on the products and services.  Asking the right questions to the right audience at the right time through a right method would help an organisation to understand the customer satisfaction levels and then improve their product/service based on feedback.

Feedback is collected through surveys, panels and polls and corroborated with input from users groups, communities and other customer programs for a holistic view of factors impacting the customer experience. Results are shared with members of the business leaders to discuss trends and guide the ATG response to customers. The program helps facilitate this response by highlighting and addressing systemic themes impacting customers.

Customer Satisfaction Surveys: Provides real-time to drive customer-specific and systemic action plans that result in improved customer experiences and satisfaction.