It is critical to take action on feedback and identify not only the specific surveys or reviews that require action. With Reputation’s new Action Plans solution, we can identify root causes of BDP’s customer feedback and create a playbook response, addressing and improving friction points in the customer journey.
Work through the self-guided exercise below. Click the box icon in the lower right-hand corner to view the exercise in full-screen mode and click Start Tutorial to begin.
1. Let’s learn how to improve customer experience through Action Plans. First, click Reports.
2. Click Actions.
3. Click Root Cause Analysis.
4. The Root Cause Analysis report shows a pie chart broken out by the root causes annotated in your Action tickets, indicating the customer pain points. In this exercise, BDP wants to address negative feedback surrounding Staff Friendliness.
5. In the left navigation, click Action Plans.
6. This shows any existing action plans created and what stage they are currently in. The four stages are Open, In Progress, Pending Approval, and Closed.
7. Monitor the percentage completed to check the progress of your action plan.
8. Identify which tiles are Action Plans versus Objectives by the icon in the top left corner of each tile. Green lightning bolts are Action Plans, and blue targets indicate Objectives.
9. In the Open stage, locate the action plan titled Staff Friendliness Action Plan. Drag and drop from Open to In Progress.
10. Click the Staff Friendliness Action Plan to view more details.
11. Here, you will see the overall status of your Action Plan, the description, and individual objectives.
12. Assign individual objectives within the Action Plan to different employees to notify them of their tasks and due dates. Once all objectives are complete, you can close the Action plan.
13. In the right-side panel, click History.
14. This section keeps a log of the Action Plan’s history.
15. Click into the objective labeled Hold Staff Meeting – Review Customer Comments to view more details of this particular objective.
16. Type Scheduled staff meeting for May 10.
17. Click Respond.
18. In the right-side panel, click Open to access the dropdown.
19. Click In Progress to change the stage of this objective.
20. From the main navigation panel on the left, click back into Action Plans.
21. Now you’ll see the Hold Staff Meeting objective has moved from Open to In Progress.
22. Great! You have reached the end of the exercise. Check out the Extra Credit! section in the workbook or wait for further instructions from the Reputation team.