Transactional MFA – (Market Feedback Analysis)

 

The Voice of the Customer is very important. It is crucial that any business knows whether they are meeting or not meeting their customer’s requirements. Every month the Monitoring and Response business conduct MFA on a variety of their customers in order to establish where turnbacks occurred or where service delivery has not been met.

For the past 3 months MFA was conducted on M&R Management Favorability, Ace Lead Favouribility and Transactional MFA on External Customers. The good results are a portrayal that M&R is doing everything right.

This month MFA is conducted separately for Monitoring and Response. The Monitoring Business’s MFA is on the Inbound service delivery and quality of the Inbound Operators, and the Armed Response Business’s is on their External Customers who have had a response during the last 24 hours. On the rare occasion when a low is scoring is received a RRCA is immediately done in order to establish a Mistake proof and

Because of the volume of customers surveyed the Transactional MFA is conducted over a period of 2 months in order to obtain an as high hit rate as possible.

 

As at the end of May the score were respectively as follows: Inbound: 6.02 and Armed Response: 5.90.

It is awesome that at this stage of the Ace journey Customer feedback is so high. This is proof that the Monitoring and Response Business meet and exceed the Customer expectations. Well done to M&R, we exercise adding value and have proven to be very customer focused.