BUILD A HAPPIER,MORE PRODUCTIVE

WORKPLACE

OPINION-8:

Maxim

ise Your Customer S

atisfaction

Strateg

y With

Omnichannel S

urveyin

g

Attracting and retaining the best employees isfundamental in the success of any organisation. Your

employees are your brand ambassadors, theembodiment of your company’s reputation and theirknowledge of your business and your customers is

unparalleled.

www .opinion-8 .com

ttracting and retaining the best employees isfundamental in the success of any organisation. Youremployees are your brand ambassadors, the embodimentof your company’s reputation and their knowledge of yourbusiness and your customers is unparalleled. Learn fromthem and support them to be the best employees they canbe.

Opinion-8’s Voice of the Employee surveys will shed light onthe processes in your business that are hampering yoursuccess, threatening your customer satisfaction anddiminishing your employees’ job satisfaction.

Automate feedback at every employee touchpoint

A

H E L L O@OP I N I O N - 8 . COM

It ’s very easy to getbogged down in thecrippling day-to-dayminutiae of complainthandling, to react todissatisfaction ratherthan attempt toanticipate and addressfundamental issueswith your employees.

Don't forget that to win in the marketplace you must first win in theworkplace

Tune in to the Voice of the Employee and you will:

OMNICHANNELSURVEYING

Increase employee retention;Lower employee churn;Improve employee engagement;Reduce employee attrition;Provide better customer service;Improve failing business processes;Demonstrate to your employees that youvalue their contribution and opinions.

We can help you achieve all these time andmoney saving benefits.

HOW CAN WE HELP?

1

TODAY ’S DATA TODAY SAY HELLO

2 3

Contact us on+44 117 398 2349 orhello@opinion-8.com

to find out how an investment inOpinion-8 can ease the pressuresyour contact centre is facing every

day and free up resources toconcentrate on improvements

rather than complaints.

Don’t just take it from us...

”“

We appreciate that there is no time likethe present which is why we ensure youhave instant access to your survey data.

You no longer need to wait for the weeklyreports to know what is happening.

Our powerful graphic reporting toolsprovide essential and timely

management information about theculture of your organisation. This

feedback will give you unparalleledinsights on how valued and motivatedyour employees feel; it will reveal theirviews of how your business is led; it willidentify training needs and shed light on

whether internal processes help orhinder your employees’ day-to-day

activities.

Opinion-8 allows us to provide a comprehensive datacollection solution for our employee engagement studies.We have been using Opinion-8 for years and are impressedwith how flexible their offering is and how quicklythey respond to our requirements.John Dye, Project Manager, Hay Group

Opinion-8 gives us a powerful tool to understand thedrivers of customer satisfaction, and to give impetus toimprovement activities in the council’s services as well ascontact channels.Claire Symonds, Service Head for Customer Access,Tower Hamlets Council

They were so helpful and efficient, holding my handthrough the entire process. We are really pleased with theresults! I didn’t know where to start before I contactedOpinion-8 so if I can do it, anyone can.Liz Conner, UNISON, Member Liaison Unit

Opinion-8 is an automated,cloud-based survey platformthat lets you collect valuable

information instantly, accuratelyand economically via telephone,

web and SMS. The Opinion-8surveying system requires

nothing more complex than aphone for participation and can

be implemented in variouslanguages and countries

simultaneously so no employeeneed be excluded. The

automated, confidential natureof the surveys ensures that the

feedback you are gaining ishonest and accurate.

Hay Group is a global management consulting firm. Clientscome from the private, public and not-for-profit sectors, acrossevery major industry. One of Hay group’s areas of expertise isemployee engagement.

Hay Group Insight employee surveys help leaders identify thebarriers to individual and organisational effectiveness, andremove them to improve the performance of people, teamsand entire organisations. Hay Group Insight help organisationsimprove employee engagement, their workforce opinionsurveys demonstrating that highly engaged employees canimprove business performance by up to 30 per cent.

The organisation

H E L L O@OP I N I O N - 8 . COM

Hay Group helps a variety of organisations garnerfeedback from their employees. In certain sectors,such as the hospitality, commercial cleaning andretail sectors, it is important to offer access to thesurveys via telephone as well as by the web. For onesuch client, Hay Group initiated a web survey butcontacted Opinion-8 to provide a telephone surveyto run alongside its web offering.

The survey had to be available in a variety oflanguages and be accessible on several numbers invarious countries. It was important that therespondents incur minimum expense to participatein the survey and not be limited to taking part inoffice hours.

Anonymity for individual employees was vital but itwas also important that specific departments beidentifiable in order to monitor departmentalsatisfaction separately and directly addressparticular issues.

Results for the surveys needed to be available in realtime to allow managers to respond to current issuesin a timely manner.

EMPLOYEE ENGAGEMENTCASE STUDY

The challenge

Opinion-8 provided a multilingual, multinational staff survey.The user selects the language at the beginning of the surveyand Opinion-8’s sophisticated technology enables the survey tobe routed based on that response.

In order that the cost not be a prohibitive factor in participation,Opinion-8 provided the survey on free phone and national ratenumbers. Unique access codes input at the beginning of thesurvey enable departmental tracking.

Hay group wanted to maximise the opportunity provided byconducting an employee survey to gather as much informationas possible. Opinion-8 helped design a large 30 question surveywhich maximised the data collected and minimised drop outlevels.

Results of the survey can be viewed instantly. Hay group haveaccess to the raw data and can consolidate results from theirweb survey with the results from the IVR telephone survey.

The solution

Participation in the survey is not dependent on havingaccess to a computer or the Internet enabling non-officestaff to give their feedback.Survey respondents do not incur any costs to take part asthe survey is available on freephone national numbers ineach country where the survey is running.The survey line runs 24/7 so respondents can participateany time.The survey results are available in real time. Managers canrespond quickly to any issues so increasing employeeengagement and demonstrating transparently that theyvalue their staff’s opinions.The Voice of the Employee is captured so the feedbackrepresents exactly the current concerns and issues of thesurvey respondents.The survey includes a validated user access code to enableanonymous departmental tracking. Results of all surveyscan be seen together or separately.The results of the IVR telephone survey can be analysedindependently or combined with the results of Hay’s existingweb survey providing a cohesive picture of the responses.

The benefits