ArboNed
Optimising Occupational Health Services with VoC Programme.
Case Information
Continuously measuring and acting on customer experience is vital for any organisation. ArboNed, a specialist in occupational health services, makes customer feedback insightful and actionable internally. This ensures SMEs feel heard and allows for continuous optimisation of services.
The Question
How does ArboNed continuously improve customer experience?
ArboNed champions healthy entrepreneurship by advising SME owners and their employees on absenteeism and occupational risks. Serving over 600,000 employees annually, optimal occupational health services are crucial. But how do you ensure these services continuously align with customer needs and drive growth in a dynamic market?
The Challenge
Making customer feedback actionable at team and individual levels.
ArboNed aims to support 61,500 employers and over 600,000 employees daily. To deliver the best customer-centric services, ArboNed continuously evaluates customer experiences. The challenge is to systematically follow up on collected feedback, at both team and individual levels, to enable continuous adjustments.
The approach
From collecting feedback to effective follow-up.
Since 2016, Blauw has provided ArboNed with a Voice of the Customer programme. This comprehensive solution includes an online dashboard and follow-up module. ArboNed employees can act on customer feedback via alert emails, with progress monitored through the dashboard.
<span data-metadata=""><span data-buffer="">The result
Independently and structurally driving customer satisfaction.
ArboNed now possesses the tools to independently follow up on customer feedback and use it as a guideline for systematically optimising their services. The result is a measurable improvement in customer experience, supported by the entire organisation.
Consequence of the Result
How the insight led to action.
Employees proactively follow up on feedback.
A Closed Loop Feedback session by Blauw provided them with company-specific tips and tricks to convert signals directly into actions.
Customer feedback is top of mind.
By monitoring progress in a dashboard, the focus on customer experience remains consistently high within the organisation.
Services are better aligned.
By continuously processing feedback from thousands of customers, ArboNed can tailor its occupational health services more precisely and effectively to the wishes and needs of SME entrepreneurs.
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What is a Voice of the Customer (VoC) programme?
A Voice of the Customer (VoC) programme collects, analyses, and interprets customer feedback. Its aim is to gain insight into customer needs, expectations, and pain points, enabling an organisation to improve its services. This contributes to higher customer satisfaction and loyalty.
Why is following up on customer feedback important?
Effectively acting on customer feedback demonstrates that you take customer opinions seriously. This strengthens customer relationships and provides concrete guidance for continuous improvement of products or services. By following up, you can proactively respond to needs and resolve issues before they escalate.
How does Blauw assist with customer-centric occupational health services?
Blauw supports occupational health services like ArboNed by setting up and implementing a VoC programme. This includes a dashboard with a follow-up module and training to process feedback effectively. This way, you can continuously optimise the customer experience and drive a customer-centric approach within your occupational health services.
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