Morgan Sindall Property Services (MSPS) has signed a five-year deal with Rant & Rave, using its platform to capture both ‘Voice of the Employee’ and ‘Voice of the Customer’ to understand and improve the satisfaction of residents and employees. It will capture real-time feedback from more than 200,000 properties, and over 600 employees, across its 30 UK locations. By tapping into the emotions of its employees and end user customers, MSPS plans to not only improve customer satisfaction but also its operational productivity.
Research shows that a 1-point increase in employee engagement can lead to a 0.4-point increase in customer satisfaction. Over 300 of MSPS employees are field-based as well as their supply chain partners which means engaging with them using existing methods is often difficult. The Rant & Rave Platform will ensure that their voices can be heard. By using the technology to capture their thoughts in real-time, MSPS can keep in touch with service levels and engagement, helping to tune into the mood of staff and work to create a positive environment, which in turn will drive quality service. Feedback will be captured in three ways: Listening Posts (‘always on’ so employees can share their feedback whenever they want to via text or online), Triggered Requests (fast and frequent requests for feedback to provide a high-level assessment of employee emotion) and deep-dive annual surveys.
These three strategies are applied to resident engagement too, with traditional resident surveys replaced by real-time, customer-led feedback. Rant & Rave’s Sentiment Engine deploys natural language processing to understand residents’ issues and feelings in their own words, bringing customer emotion to the heart of the organisation.