Isle of Man News - POSTED Wed 21-11-2018

Manx Gas customers given new platform to express

by TH

Manx Gas customers given new platform to express  - picture

Manx Gas customers are being given a new way to express their feelings about the company.

Rant & Rave has been appointed by Manx Gas, Guernsey Gas and Jersey Gas to enhance their customer experience programmes.

The platform will capture real-time customer emotion using SMS, providing them with actionable insight to drive the businesses forward.

It was also alert the companies to trends, themes, opportunities and threats within the feedback.

Group Managing Director Ian Plenderleith says: "Developing a customer-centric culture and improving customer experience is crucial.

"If we are to grow and be the best that we can be, it’s vital that we hear directly from our customers around what we’re doing well and what we could improve on.

"Until now all customer insight has been obtained through complaint procedures and time-consuming telephone surveys, both of which have provided limited insights.

"Their platform will provide us with a greater understanding of what matters to our customers throughout their journey with us, all in real-time, enabling us to take action, solve issues rapidly and help to shape our business strategy going forward."

"If we are to grow and be the best that we can be, it’s vital that we hear directly from our customers around what we’re doing well and what we could improve on."

Ian Plenderleith, Group Managing Director

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