Customer experience solution for residents
You may have heard about text analytics and customer feedback solutions but Feedback Ferret’s unique pre-coded housing sector specific solutions captures what your residents’ say across all your feedback channels to give a 360° view of their experience.
We have two purpose built housing products; a CX Housing Solution and a Housing Health and Safety Ratings System Solution (HHSRS).
Understand and optimise residents’ experience with insightful data
Analyse high volumes of residents’ comments using your existing collected feedback
Feedback Ferret automatically collects your comments from any source including HouseMark STAR, telephone and web surveys, call centres, emails and social media.
Provide insights that show what really matters to residents
Using our powerful text analytics, we make sense of what your residents are saying, we dig deep into the comments and uncover the sentiment and emotions.
Identify potentially damaging health and safety issues using the HHSRS solution
This platform monitors customer feedback for comments relating to the 29 Category-1 hazards concerning resident safety. It makes it easy to identify vulnerabilities, potential hazards, protect against regulatory penalties and helps safeguard residents against serious health and safety issues.
Send you real-time alerts to improve your response times to residents
Automated alerts enable you to troubleshoot issues, before they escalate. Get notified immediately when a resident gives negative feedback or when there is a threat to your reputation or well-being of a resident.
Use the data to help drive efficiencies and long term planning
You can discover the root cause of negative and positive comments and work to improve outcomes for residents. With this data the organisation can demonstrate they are listening to the voice of their residents.
Capture, analyse, and act
Captures all your comments from your feedback channels. Using either an industry standard API or a Secure File Transfer Protocol (SFTP) comments are analysed and combined with any other metadata such as property type, location and contractor.
Analyse comments through our text analytics technology. The CX topics and themes are pre-coded and reflect the areas identified as important to residents. The HHSRS solution has been pre-coded to identify and intersect the 29 classes of harm.
Insights displayed on the dashboard. Designed to offer greater insight into how you are performing, our dashboard data can show scores and sentiment by category of harm or repairs down to specific topic such as asthma and mould or timeliness of appointments.
On-going customer experience advice. Using the data you can begin to take actions to rectify issues and plan ahead. We will of course be on hand to help you make the most of the platform.
You can talk to us about our service and the costs by contacting us at firstname.lastname@example.org