Rank adopts real-time feedback technology to boost customer engagement
Operator partners with Rant & Rave to integrate its Salesforce-powered customer feedback technology across all channels
Rank Group has partnered with customer engagement technology firm Rant & Rave to improve its customer experience feedback process across both its land-based and online businesses.
The operator will adopt the firm’s Salesforce-powered system which allows brands to capture feedback and view it in real-time as part of existing customer records.
Rank previously collected the data via a multi-question survey which it said resulted in low feedback volumes and limited insights.
Customer contact director at Rank, Liam Smith said: “If we are to improve as an organisation it’s vital that we hear what we’re doing well and what we could improve on – directly from our customers and, most importantly, hear it in real-time.”
Kenny Bain, CEO of Rant & Rave, commented: “We are delighted to be working with Rank Group and helping it get to the heart of what matters to its customers.
“Rank Group was looking for a real-time solution, enabling it to better listen to its customers and to understand their journeys – both the highs and lows,” he added.
Rank last week reported a 2% year-on-year drop in group revenues for the 13 weeks to 1 April 2018.
Despite revenues falling across both Mecca and Grosvenor retail brands, digital revenues continued to grow by double digits.