The University of Strathclyde deploys TxtandTell, by Touchwork
The University of Strathclyde in Glasgow has nearly 16000 students and 3400 members of staff. They have 4 separate dining locations on campus servicing students, staff and visitors.
Understanding the need to prioritise and consider consumer preferences when planning and implementing business operations and services, they wanted to introduce a suitable feedback channel. Additionally they wanted to take direct action when necessary.
To match student trends and communication preferences, it made sense to utilise mobile devices in the feedback process. Because of mobile familiarity and ease of access, feedback is encouraged and therefore increased.
Management receives this feedback immediately and so service recovery can happen as required; and because all data is captured and stored, graphs and charts can be reviewed at any time to note trends, performance and causality. Tasks can also be assigned to relevant staff, and so work-flow can be monitored and managed.
An added benefit is that on permission from the guest, their details can be captured and used for further marketing initiatives and communication.
With this TxtandTell functionality, the University of Strathclyde is able to monitor satisfaction levels, receive ideas and tips to better improve their business, and make their customers aware that they are putting them first. In the 2 weeks that they have been utilising TxtandTell, several consumer insights have already been highlighted – some of which have lead to positive operational changes.
For more information on TxtandTell visit our website here.