Dear Colleagues,
We would like to remind you that the tracking system is an essential tool allowing our customers to follow the steps of their move from their customer portal.
Among the feedback related to client dissatisfaction in 2011 (although we received very little), the “Accessibility and accuracy of the tracking system put at your disposal” section was mentioned most often. This can be explained by the fact that this tool is often considered optional by certain branches. In order to obtain a 100% satisfaction rate, it is recommended that the improvement of this aspect is prioritised.
The information communicated to a customer is a very important part of the move and it has a major impact on the way the quality of our services will be assessed. The tracking system enables the customer to get the information themselves by logging into their account instead of calling the branch(es) or sending an e-mail with the hope of obtaining a quicker answer. Not having accurate information also affects negatively our corporate clients who use the web portal to view their employees' move information.
We regularly receive comments from our customers related to the tracking system who describe it as “useless”. In fact, this tool cannot be reliable unless it is perfectly filled in and permanently updated by the outbound and inbound branches.
Therefore we would like to remind you the rules to be followed when updating the information on NSI and send you the attached practical guide explaining how to proceed. This guide should be distributed to all employees involved in the updating of the tracking system.
During the 2012 season the IT Management will carry out regular tests related to the data update. You will then be provided with the feedback about the quality of your employees’ practices in order to help you to improve.
If you have any questions please contact the IT Department who will be happy to help you.
Mr GoodMove will also undertake some verification in the form of evaluations to make sure that the attached instructions are observed.
We thank you for your cooperation.
Kind regards,
The Mr GoodMove Team
mrgoodmove@agsmovers.com
|
