Sony Ericsson, Broca, and T-Mobile UK have all gotten together to attempt to solve a common problem – how to measure customer satisfaction following a handset repair. The three have teamed up and decided to use Broca’s cool technology to deliver a satisfaction survey – via SMS – to the customer’s handset after a pre-set period of time.
The coolest thing about Broca’s technology is that customers don’t simply get a boring form which requires them to use their phone’s keypad to type in a response. The system will use Broca’s Acquire data-capture product to deliver a graphical form-based questionaire, which customers can complete by selecting responses from convenient drop-down lists. Somehow, this ONLY uses SMS, without needing GPRS or 3G data connections.
The system also provides Sony Ericsson with the information via a secure web tool, so that they can quickly and effectively use the feedback for future services.
I think this is phenomenal and really shows that Sony Ericsson and T-Mobile UK are concerned for the customer experience are willing to take steps to improve that experience on an otherwise bad experience (the need to have your handset repaired in the first place). Broca’s technology certainly makes this possible, and in a very user-friendly format.
Bravo to all three.