Client Satisfaction Insights Case Study

The Business Problem

CXCS gathers feedback from its clients through its Client Satisfaction Survey, alongside information about appointments, health and safety visits and farm assurance. That information lived outside The Cabinet, so getting a joined-up view of how each client was being served meant pulling reports together by hand.

The Solution

wildesoft.net built an integration that automatically collects the Insights report data – client satisfaction, appointments and schedules, H&S visits and farm assurance – and brings it into The Cabinet on a regular schedule throughout the working day. CXCS staff can remove items they don't need, and the system has since been extended with ad-hoc surveys so the team can ask clients targeted questions whenever they need to.

The Result

Client feedback now sits alongside the client record, up to date and without anyone having to compile it. CXCS can see at a glance how clients feel about the service they receive, act quickly on concerns, and run new surveys without involving a developer.

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