Improving resident satisfaction levels for social care provider Helping Hands

The solution

After consulting with Esendex, Helping Hands were able to design and deploy an SMS broadcasting Survey to more effectively collect feedback from people using their services, by benefiting from SMS’s 95% open rate. The way it works is simple.

By using a simple to integrate SMS API provider, SMS Surveys functionality was integrated directly into Helping Hands’ existing CRM platform. This meant that existing data could be used to send personalised customer feedback messages to people using their services.

A series of questions were asked, with the responses being directly fed back into the CRM system. This allowed Helping Hands to gain rapid insight into what people thought about their services.

The results

• The SMS surveys have allowed Helping Hands to track the customer satisfaction scores of over 140 branches with minimal effort.
• They have reduced complaints by being able to address dissatisfaction more quickly.
• Brand advocacy has been increased.
• Customer trust has been enhanced by helping people using their services who provided lower than expected survey scores.
• Better illustration of company performance to internal stakeholders by sending over 15,000 resident surveys.
• Customer feedback data is no longer siloed away from where it needs to be. I.e. the existing CRM system.