Always a consistent service experience

Thanks for your reply Russell. It's great to receive acknowledgment of the feedback. If I may leave you with a suggestion. When the agent requests a customer to go onto hellopeter to submit their feedback, it's very easy for them (customers) to get distracted or not submit the review at all (personally I saw this as an extra step that Absa is asking me to do and I was put off by it at first). These missed opportunities from customers who don't take the time to give their feedback is also missed opportunity for your agents, who I have no doubt value this feedback and are probably measured on it in terms of their work performance. My suggestion is to 'strike while the customer is hot' and to ask for feedback immediately, rather than hope with fingers crossed that the customer will take action after ending the call (low likelihood). The other challenge is that the quality of feedback decreases the more time has passed - so there's a difference between giving feedback 5 minutes after the call versus 5 hours after the call. From an NPS perspective, fresh, specific, and time-bound feedback is also key. Perhaps one way of activating a greater number of customer responses on hello peter is for you and your customer engagement team to generate an automated email and sms once a call has ended, which prompts the customer on what you want them to do. You'll most likely see a lift in the number of responses received.

Warm regards
Marian