Improved action plans and summaries
We've listened to your feedback and improved our community action plans and customer summaries. You will now see:
Improved visibility of who has reported what on the community action plan
The customer summaries show:
Last contacted date
Overall experience summary
Recent concerns/issues
Segment your customers
Improved filtering of your customer list to enable your teams to focus on the solutions and approaches that fit the different situations.
Resident vs Prospects: Is your focus on improving current resident experience? Or are you interested in understanding more about your prospects? Use this filter to narrow your the list down.
Active* vs Passive: You'll likely want to treat your active customers differently to your passive ones, and you may want to check in with your passive ones, particularly if they are low-scoring.
High/Medium/Low Priority: Based on their current experience score, customers are grouped by priority**,
*A customer is considered "active" if they have contacted more recently than the average most recent communication date (and passive otherwise).
**A high priority customer is one whose score is in the lowest 20th percentile.
Improved CX scores
We've made some improvements to our customer experience scoring:
Added a trend chart on the customer card so you can see how their experience score has changed over time
Developed different scoring models for prospects and residents
Improved identification of a person using all the pieces of data we have about them
Improvements in the way we tackle recency of an issue
Customers are now rescored daily
Passive customers (such as those who have never contacted) are now included in the overall ranking
Reviews in the Gateway
See community reviews alongside your other conversational data in the Gateway. This is a great way to get a broader picture of the perception of your communities and combine it with the understanding you get from other data sources. We'll show you a rating and a summary on each community, as well as alerts in the newsfeed when a new review comes in.
Remembering your filter preferences
The newsfeed will now remember which filters you have previously selected, so that you can easily focus on what you're most interested in.
