We’ve written a lot about the importance of actionability of feedback (VOC) data — a topic very close to our hearts. With that in mind, this example from AgentMatch takes actionability to the next level.
What we like about this one is that they baking both feedback incentives and actionability “right into the bread” (to use a food analogy). The strategic element is the understanding that the agent - buyer / seller relationship is the Critical Success Factor (CSF) in the world of real estate.
The benefit of the Agent Match / NeighborCity offering is three fold:
1) Agents are highly aligned to the needs of clients via publicly available ratings
2) Consumers are matched to agents by both regional and performance data
3) Negative initial rating by customers of a newly assigned agent triggers an immediate change of agent
All three of these point to the next level of actionability of VOC data — when the questions being asked are directly connected to the CSF’s of the business.