Proactively Responding and Growing
Measuring and improving customer satisfaction is an important component for the growth, success, and development of an organization. By integrating customer satisfaction and the improvement process into existing business processes, an organization gains valuable insights into what customers value and can anticipate their needs. Through continuous measurement and improvement based on customer feedback and needs, higher customer retention, increased word-of-mouth referrals, and quicker problem identification can be achieved. Ultimately, this leads to higher revenue, reduced costs, and increased profitability.
Products
Customer Satisfaction Survey (KTO)
Satisfied and engaged customers are more loyal, profitable, and ensure the continuity of organizations. Customer satisfaction measurements provide insight into bottlenecks, opportunities, turnover, and themes that are playing out and where action is needed. From one-time measurements to pulsing throughout the year, a customer satisfaction survey is indispensable!
Customer Score Research
Net Promotor Score (NPS), Customer Satisfaction Scores (CSAT) en Customer Effort Score (CES) zijn wereldwijde gestandaardiseerde maatstaven om de klanttevredenheid te meten. Deze kunnen continu met behulp van ons platform cros mediaal uitgevraagd worden (via tablet, zuil, email, website, portalen) en toegankelijk worden gemaakt via een intelligent dashboard met diverse alerts bij hoge en lage scores. Aanvullend is deze dienst uit te breiden met een verbeter en actiebord.
Customer Onboarding & Success
Closely following programs and implementing new (innovative) products & systems is half the success. It often also requires a different way of working and behavior from employees. Adoption of change is crucial for long-term success. With Rate.nl, you can step by step objectively follow the onboarding process and proactively respond to incidents and emerging problems.
Customized Measurement & Improvement
Within organizations, there are different teams, business units, or departments, each with different customers, target groups, goals, and responsibilities for offering various services. Through Rate.nl, each department or business unit can respond to different customer information needs and customer satisfaction with their own research questions, alerts, and personal dashboards. This can also be expanded with the improvement board and action lists.
Accessible complaint management
Complaints always cost an organization a lot of time and money in missed revenue and satisfied customers, especially through word-of-mouth advertising. With this solution, you offer customers a low-threshold option 24/7 to share suggestions and dissatisfaction before it escalates. Receive, respond, track customer feedback, and easily keep an overview of dissatisfaction and complaints, and provide customers with a timely response.
360 Improvement Cycle
Care Center "Waardigheid & Trots" (Dignity & Pride) has developed the "Waardigheid & Trots a 360 measurement" in collaboration with the Ministry of Health. With the help of this 360 measurement, all stakeholders (1st contact person, practitioner, resident, care worker) have been measured on themes such as person-centered care, living & well-being, safety, and the use of information. A measurement that provides broad insight for reflection, the preparation of annual plans, policy-making, and decision-making.
Client Incident Reports (MIC) Solution
Employees can easily, quickly, and directly report incidents from their mobile, thereby immediately informing all stakeholders! Teams and MIC responsible parties see the results and have an improvement board from which actions can be initiated and followed. This makes the reporting and handling of incidents more efficient and cost-saving.
Integration with Zorgkaart Nederland
Integrate the Zorgkaart Nederland questionnaires into your existing customer satisfaction measurements (CTO). More convenient for the client and at the same time all data for a team in one dashboard and in one place. Based on the Zorgkaart Nederland feedback results, an improvement cycle can also be started.
Reflection Cards Pieter van Foreest
Nursing home Pieter van Foreest has developed a 360 measurement to see how each team is doing in the areas of: daytime activities, hygiene and infection prevention, MDO (Multidisciplinary Consultation), medication safety, person-centered working (PGW), care living plan (care dossier), and care for freedom and safety. This measurement provides a lot of insight and direction in quality and policy themes per teams and organization for policymakers, management, and director
Employee Satisfaction Measurements (MTO)
Engaged employees are more loyal, ensure continuity, and higher quality in service. An MTO measurement provides a predictive value on turnover and reveals themes within an organization. This allows you to act proactively in the interest of your employees.
Pulse Measurements
In addition to central measurements, pulse measurements on a theme or decision to be made are very valuable in policy-making. This way, you know what is going on or you can make better policy choices.
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