We tell their stories
In an increasingly competitive and consumer-centric market, listening to consumers is critical to success.
Positive reviews will drive referrals. Complaints, particularly on social media, will lose consumers and revenue.
You want to know what you are doing well so you can do more of it. You want to know how you can improve.
An effective consumer engagement strategy mitigates the risk of abuse, exploitation and neglect occurring within your service.
Reducing risk of harm to consumers, protects revenue, the Executive and Board.
We provide an integrated framework for engaging with your consumers, telling their stories so you hear it first.
Bringing services and consumers together
Engage
Asking consumers what they think.
- Consumer experience surveys
- Consumer outcome surveys
- Telephone and online surveys
- Focus groups and workshops
Review
Helping services to better their best.
- Review of quality and risk processes
- Program evaluation
- Reporting and analysis of consumer experience
Listening
Listening to consumers.
- Telephone feedback line
- Compliments, complaints and concerns
- Independent and unbiased reporting
- Tracking and thematic analysis of consumer feedback
