TABLE OF CONTENTS

Customer Success Team

Your appointed Customer Success Director would expect to meet quarterly on a face to face basis and be in contact by phone at least monthly.


Agreed engagement framework for example:

Quarterly Reviews

  • To understand:
    • Key challenges
    • Goals and objectives
    • Actions and KPI’s on both sides
  • Review the previous three months to recommend best practice product engagement
  • Share industry sector knowledge to support in achieving our objectives
  • Get the most out of the Feefo platform and its products.

Monthly calls

  • Ensure we are working on agreed actions and KPI’s from the review  meetings and
  • Continually identify areas where we can further support


Access to 1st, 2nd and 3rd line (technical and development) support is available as a matter of course.

Where additional technical implementation support is required, we would re-engage the service of an Implementation Consultant to run the appropriate project.


Training

Off-site initial training provided as standard.


  • Managing Profiles
  • Menu Locations
  • Global Filters 
  • The Hub home page dashboard 

Top Level Reports

  • Feedback Breakdown 
  • NPS Breakdown 
  • Downloading Feedback
  • Scheduling Reports 

Gaining detailed insight

  • Product Performance Report 
  • Product Sentiment & Topic Analysis 
  • Service Sentiment & Topic Analysis 

 
Any additional training (off/on-site) will be chargeable. This would be an include cost of travel and travel time, time for the abstraction from Feefo at an hourly rate, and related accommodation.