SALT LAKE CITY, UTAH — Firestone Complete Auto Care and Tires Plus has selected an automated "Voice of the Customer" solution from Mindshare Technologies for customer feedback information.
Mindshare’s automated, interactive Voice of the Customer solution enables its retail clients to gain a better understanding of the customer experience and identify strong and weak performing areas by store, on a daily basis, from the customer perspective. The product offers real-time, web-based reporting that provides critical metrics such as store rankings, trends and goal performance – all on demand. Additionally, the reporting includes actual customer voice or text comments plus customer call back tracking.
Mindshare’s automated, interactive Voice of the Customer solution enables its retail clients to gain a better understanding of the customer experience and identify strong and weak performing areas by store, on a daily basis, from the customer perspective. The product offers real-time, web-based reporting that provides critical metrics such as store rankings, trends and goal performance – all on demand. Additionally, the reporting includes actual customer voice or text comments plus customer call back tracking.
"Mindshare’s automated customer feedback solution has enabled us to more fully understand what we are doing well and where our improvement opportunities lie, by store, daily. Every store manager will have real-time insight into actual customer perception and experience," said Larry Perdue, director, consumer and government relations for BFS Retail & Commercial Operations, parent company to Firestone Complete Auto Care and Tires Plus. "With the ability to continually monitor the customer service heartbeat, we can more effectively meet our customers’ needs and strengthen our relationships."
The solution allows stores to monitor the customer experience in an unobtrusive manner — the customer elects to take the automated survey by toll free phone number or web and receives a store discount incentive for doing so.
"The real-time data we’re providing Firestone Complete Auto Care and Tires Plus locations has dramatically improved, and will continue to improve, their customer relations," said Richard Hanks, president and chairman of Mindshare Technologies. "Mindshare’s comprehensive and flexible technology combined with its powerful, yet easy-to-use reporting engine, gives its clients unique insight into customer satisfaction, retention and employee efficiency on a daily basis."
For more information about Mindshare Technologies, visit: http://www.mshare.net.
