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Find out how Feedback Ferret can report on your feedback and give you all the insight you need to start acting on that feedback.
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www.feedbackferret.com
FERRET GUIDE
Report and Act
“Feedback is only
as valuable as
what you can
do with it”
www.feedbackferret.com
Page 2
Introduction
Your customer feedback is only as valuable as what you can do with it. The Ferret
empowers you and your frontline people with the information you need - when you
need it - so you can take proactive action when it matters most.
Use the Feedback Ferret tools to get the right information to the right people at the
right time to improve your customer experience and business performance.
Within the Feedback Ferret platform, there are 8 reporting tools:
Ferret Alerts
Ferret Respond
Ferret Review
Ferret Explore
Ferret Dashboards
Ferret Report
Ferret Action Plan
Ferret Export
Please see the following pages for a full list of key features of each tool.
www.feedbackferret.com
Page 3
Ferret Alerts
The chance to save a customer can be gone in minutes. By flagging up ‘Hot Alerts’ in
customer feedback and sending them to frontline staff via email or SMS, you can
trouble-shoot issues before they escalate.
Key features:
Immediate routing of feedback
comments & scores direct to
frontline staff.
Email or SMS text message.
Select which feedback records to
send in the Alerts:-
Every feedback record, or
Pre-filtered records using any
combination of topics, scores or
other customer information.
Select the data items you want to
show.
Real-time output of feedback by SMS
text or email to frontline staff who can
act on the information straight away.
www.feedbackferret.com
Page 4
Ferret Respond
Ferret Respond flags up potential issues; creating cases, task lists and workflows. You
can monitor progress, ensuring your customers get the service they deserve.
Key features:
Real-time communication with customers to ‘close the loop’ on
‘Hot Alerts’ in their feedback.
Feedback records can be automatically sent to Ferret Respond based on any
combination of topics, sentiment, rating scores or other criteria.
Multiple ‘Queues’with custom workflow for your business requirements.
Record all actions taken.
Monitor performance levels and actions taken of Queue owners.
Mobile interface for Q4 2014.
With Ferret Respond, users can quickly make a note of actions taken with a customer,
and then either close the case, or set a next action date, which will add the record
back into the Task List for subsequent action.
www.feedbackferret.com
Page 5
Ferret Review
Ferret Review enables fast and easy visual checking of feedback records before
export to other modules.
Key features:
Automatic allocation of records into Queues for the user(s) to check.
Enables manual checking of text analysis results as well as other data linked
to the customer to enable the user to select output .
Web-based – can be operated from any location.
Can be operated by us at Feedback Ferret or by your own teams.
Simple web views to enable fast visual checking and
approval of feedback records for subsequent action.
www.feedbackferret.com
Page 6
Ferret Explore
Ferret Explore enables you to quickly see the scale of topics raised by customers and
explore the reasons behind their scores..
Key features:
Powerful suite of data visualizations and reports to explore the verbatim
analysis in conjunction with other survey and customer data.
Drill down from any topic to see the underlying comments to understand
exactly who, what why – and when.
Filters make it easy for you to focus on specific sub-sets of data.
All your feedback channels consolidated in real-time to a single exploration
and reporting platform.
Merge customer data, survey scores and ratings with the verbatim analysis.
www.feedbackferret.com
Page 7
Ferret Dashboards
Clear, easy to understand web-based dashboards give you a visual overview of
themes, topics, hot-spots and trends in your feedback. It’s easier to spot
opportunities to improve both customer experience and revenues.
Key features:
Web-based reporting designed for frontline staff in retail outlets, call centre
teams, etc.
We aim to pass the “20 second rule” – your busy frontline people must be
able to understand quickly what customers think about their experience and
know how they can improve their customer experience and satisfaction.
Real-time updates from feedback received.
Option for email prompts to users.
Ferret Dashboards give users quick access to the main issues in
customer feedback, with a direct drill down from topics to the
underlying comments and customer details.
Reporting is optimised for tablets and mobiles
to make it easy to digest this information in the field.
www.feedbackferret.com
Page 8
Ferret Reports
The Ferret delivers custom feedback reports to the right people at the right time in
the right way.
Key features:
Custom reports, delivering key information to specific user groups within your
organization – typically retail outlets, call centre teams, Region and Area field
teams, Executive management, etc.
Automated report production in PDF, Excel or PowerPoint formats.
Emailed to users on agreed cycle.
My Voice of Customer Reports
www.feedbackferret.com
Page 9
Ferret Action Plan
Ferret Action Plan is designed to help your staff by automatically flagging up
potential issues; creating cases, task lists and workflows. You can monitor progress,
ensuring your customers get the service they deserve.
Key features:
Automatically generated Action Plan report for front-line users.
Key issues identified in customer feedback for the user (eg, outlet or call
centre team) are automatically set-up in the web-based report.
Link company actions & procedures to each issue.
Users update the Action Plan with actions, progress, deadlines, etc.
Web-based report with email alerts to the users.
In development – release scheduled for Q3-4 2014
How it works
1. Automatic loading of priority issues to the Action Plan to-do list. Each user /
outlet gets its own action plan based on local feedback. View customer
feedback linked to these priority topics.
2. Each issue links to corporate guidelines / actions to address the problems, or
how to make the most of positive topics.
3. Users maintain their action plans online with updates recorded on the web
platform.
4. All information in the action plans are visible up the hierarchy, so
management can see how things are progressing.
www.feedbackferret.com
Page 10
Ferret Export
To maximise value from your feedback, your data can be automatically exported to
your corporate CRM or any other reporting system.
Key features:
Real-time or batch outputs.
Customized to work with your existing processes and tools.
API under development for web services data exchanges.
Data can be exported to:
Data
warehouse
www.feedbackferret.com
Page 11
About Feedback Ferret
Feedback Ferret is a complete solution to gather, analyse, report and act on ‘Voice of
Customer’ feedback to improve your Customer Experience.
We gather ‘Voice of Customer’ feedback:
Use the Ferret’s short, simple surveys to generate higher
response rates and better quality ‘Voice of Customer’
feedback. Let the Ferret gather and consolidate feedback
from all your chosen feedback channels, or simply feed the
Ferret with your existing ‘Voice of Customer’ data.
We automatically analyse what customers say:
The Ferret’s high accuracy text analytics engine handles vast volumes of customer
feedback allowing insights at multiple company levels. The Ferret’s analytics engine
filters vital feedback from chatter; keeping your finger on the pulse and focusing
attention where it matters.
We make it easy for you to use the insight to take actions and improve your
business performance:
Use the Ferret’s tools to get the right information to the right people quickly to
improve your customer experience and business performance.
Feedback Ferret is based in Marlow in the UK, with offices in USA and South Africa.
UK / Head Office
Piers Alington
Managing Director
Feedback Ferret Ltd
The Old Barrel Store
Draymans Lane
Marlow SL7 2FF
United Kingdom
+44 (0) 1628 681 088
USA
Kate Handley
Vice President, Client Services
Feedback Ferret, Inc.
150 North Michigan Avenue
Suite 2800
Chicago, IL 60601
United States of America
1 (312) 291 4629
South Africa
Jason Wilford
CEO
Feedback Ferret SA (Pty) Ltd
3 Waterford Office Park
Waterford Drive, Fourways, 2055
Gauteng
South Africa
+27 (0) 11 251 1980
©Copyright 2014. Feedback Ferret Ltd. All Rights Reserved.
