Case Studies

Employee feedback through SMS

Problem:

  • This is a taxi company that offers its services in multiple cities through thousands of drivers.
  • Although the management could communicate with their drivers on SMS, it was challenging to conduct feedback polls and surveys successfully.
  • Even basic inquiries required drivers to type long SMSs in reply. This meant long delays in response-time from drivers.
  • Therefore, management couldn’t get the real–time feedback they needed from the field to proactively address customer concerns.
  • This led to a high attrition rate among drivers and unhappy passengers.

Teamchat Solutions:

  • Teamchat’s RooML (Webaroo Markup Language) call was made with phone numbers of the drivers. All drivers received the link to the feedback survey on SMS.

  • When a driver clicked on the link in the SMS, it opened the company’s chatlet in a browser, without needing to sign in or register.

  • As each driver responded, the chatlet captured their replies and was visible to the management. However the replies were hidden for all others, so that drivers couldn’t view each others’ answers.

  • The management could even view a summary of all the replies in a separate chat room, in the form of easy-to-read charts and graphs.

Code Construct:


<get-data>
  <details>Share your feedback by clicking on "REPLY" Below.</details>
  <field type="select" name="What are your overall impressions of the ... device">

<option>Poor</option>

<option>Needs Improvement</option>

<option>Good</option>
  </field>
  <field type="select" name="How happy were you with your current meter and dispatch before ...">

<option>Poor</option>

<option>Needs Improvement</option>

<option>Good</option>
  </field>
  <field type="select" name="How do you compre ... against your old / current meter and dispatch system">

<option>Poor</option>

<option>Needs Improvement</option>

<option>Good</option>
  </field>
  <field type="select" name="How comfortable are you with the ... technology? (1 being not comfortable and 5 being very comfortable)">

<option>1</option>

<option>2</option>

<option>3</option>

<option>4</option>

<option>5</option>
  </field>
<get-data>

Results:

  • The company’s ability to capture feedback is now streamlined and efficient.
  • With rapid analysis of detailed feedback, management can quickly identify areas where their services need to be improved.
  • Driver attrition is decreasing because the company can resolve issues almost instantly.
  • Greater customer satisfaction is mirroring the company’s optimized communication processes.

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