Text message feedback system proves a hit

Our new text message feedback service has proved incredibly popular since its launch back in June.

The system allows customers to provide instant feedback and comments to us outlining their satisfaction with the repair.

This feedback is then used to help us drive improvements in the services we offer to our customers right across
our operating regions.

To date, we’ve received more than 9,500 pieces of feedback since we launched the new system.

Helen Bird, Customer Engagement Manager, said: “We’re finding that more people are giving us feedback than ever before because the system is quick and easy to use.

We’ve also never had a text message feedback service, so this is all positive for us and our customers.

“The amount of feedback we’ve received so far has been astounding and we can start to use this to really drive improvements in the services we offer our customers. I’d like to thank everybody that’s taken the time to respond and also send follow-up messages with information about their score.

“The more customers tell us, the more we can do when acting upon the feedback.”

Customers will receive a text message from us, asking them to rate their satisfaction with the service they’ve received. They’ll also be given the opportunity to provide feedback in subsequent messages.

As well as repairs, these surveys will cover services including internal call handling, calls with the Income Team
and many more. We’re always looking to add additional services that we offer to customers to the surveys.

Text messages will be sent by the following number: +447860010471 and will clearly be from Longhurst Group.

Text replies will be charged at your standard network rate, if you don’t have them free in your mobile contract.