Before partnering with Rant & Rave, National Citizen Service (NCS) did not have a formal feedback system in place to ascertain feedback from the young people that participate in their programme.
The NCS programme is delivered across the UK by a network of regional and local partners. To understand more about the impact of the programme across the country, inform improvements and drive innovation, NCS collaborated with Rant & Rave to gain insights from participants.
Using Rant & Rave for Salesforce, NCS now captures feedback in real-time – not just from young people, but their parents too! As the mechanism is integrated with their CRM, NCS can see the feedback alongside information that they already have stored, providing a holistic view of the customer.
Lights, camera, ACTION!
By capturing feedback through Rant & Rave, National Citizen Service (NCS) has changed how they define a ‘customer’. NCS had previously considered their customer to be the young person attending one of their programmes but during a Rant & Rave programme review, found that they were also capturing a wealth of invaluable feedback from parents.
As a result of this, NCS took a huge step forward by mapping the parent journey and launching a feedback programme just for them. Their success has been incredible, with a response rate of 46% and an NPS score of +75.
The proof's in the pudding...
Response rate of 46% from parent feedback requests
NPS score of +75
Created tailored CRM to different customer groups based on the NPS result they have given
Engaged teams from across the business by having a different employee each week review a selection of customer feedback
What they have to say...
"Through using the Rant & Rave Platform, we've been able to capture the voice of the customer and drive positive change through our organisation. From surfacing customer issues in real-time to managing the customer journey, our partnership has enabled us to put customer feedback at the heart of our decision-making."
Laura Chalmers | Head of Customer Experience | NCS