In an era where customer satisfaction dictates success, your quest for innovative solutions to gauge and enhance your onsite performance is more pressing than ever. Enter Ombea Insights, a pioneering platform with cutting-edge smiley feedback terminals and QR code technology. This tool isn't merely about gathering data; it’s your bridge to connecting the immediate reactions of your clients with the strategic adjustments your catering service needs.
At the heart of Ombea Insights lies its simplicity and immediacy. Through intuitive smiley feedback terminals and accessible QR codes, your customers can express their satisfaction levels in real-time. This immediate feedback is invaluable, providing you with a clear, quantifiable measure of your performance directly from your clientele's perspective. It's not just about capturing data; it's about driving evidence-based conversations around the service improvements you need to make.
Imagine exploring new menu ideas or seasonal specials. Ombea Insights lets you directly solicit feedback on these concepts from your diners, providing immediate insights into their preferences. This engagement ensures your new offerings meet and exceed expectations, delighting your customers from the first taste.
In catering to the diverse dietary needs of today's diners, Ombea Insights becomes your ally. By asking targeted questions, you gather crucial feedback on how well your menu accommodates these needs, allowing you to adjust and enhance your offerings to be more inclusive and inviting for everyone.
Beyond menu feedback, Ombea Insights enables you to evaluate all aspects of your catering service. Real-time feedback on service efficiency or staff responsiveness offers actionable insights, driving improvements that elevate your service quality and diner satisfaction.
For those operating in multiple locations, Ombea Insights is invaluable in maintaining a consistent standard of quality and service. This platform enables you to collect and compare feedback across all sites, ensuring your brand's promise of excellence is met everywhere.
More than a feedback tool, Ombea Insights helps you build a deeper connection with your customers. Demonstrating that you value and act upon their feedback fosters a sense of loyalty and advocacy for your brand, enhancing your reputation and customer base.
Ombea Insights is not merely a feedback mechanism; it's a catalyst for transformative change within your catering business. By providing a direct line to customer preferences and satisfaction levels, you're equipped to make informed decisions that not only keep pace with expectations but set new standards for excellence in the catering industry. Embrace Ombea Insights, and revolutionise your catering performance, ensuring your services are not just consumed but cherished and remembered by every diner.
Abbey Healthcare is a family-owned group with over 20 years of experience in the care home sector. With 16 facilities across England and Scotland, the organisation places a strong emphasis on both the physical and emotional well-being of its residents. Fully committed to personalised care, Abbey Healthcare offers an array of activities, exercise classes, and external visits, ensuring residents continue to live fulfilling lives. Their dedicated team guides families through the emotionally taxing process of selecting a new home for loved ones, offering support every step of the way.
As the focus on patient feedback and experience intensifies, traditional methods like biannual questionnaires have proven in some cases, insufficient for Abbey Healthcare. The organisation needed a real-time solution for gauging patient satisfaction, particularly during care delivery.
The slow pace of collecting feedback led to a gap between perceived and actual patient experiences. "We found a disconnect between our perception of people's experience and their actual experience," says Sarah Willitts, Associate Operations Director at Abbey Healthcare. The absence of immediate, actionable data prevented the team from always addressing issues promptly.
Abbey Healthcare chose Ombea.
Sarah first discovered Ombea through a Google search, and the swift, hassle-free response from our team solidified her decision. "Setting up the device was totally painless and took a maximum of ten minutes," she adds.
In conclusion, Ombea has become an integral part of Abbey Healthcare's feedback loop, providing immediate, actionable insights that improve patient care and experience.
You can now link smiley images presented outside Ombea Insights directly to their corresponding feedback options.
This means that when users click a smiley, for example in your email signature, their feedback is counted immediately, and they're taken straight to the second question in your stream. If there is no second question, they will be taken straight to your 'thank you' message.
Here is an example:
This works for streams where the first question is a smiley question.
By following these steps, you'll have successfully added links to smiley images in the Ombea Insights Link module, allowing users to select their preferred choice directly from your communication.
If you’d like to know more about Ombea Insights Link streams and using this feature, just get in touch and we’ll be happy to help.
Welcome back to our 10-part series on continuous improvement! In our previous article, we introduced the concept of continuous improvement and its importance in modern business operations.
Today, we'll explore Lean Manufacturing, a systematic approach to eliminating waste and enhancing efficiency in production processes. This methodology has proven to be an invaluable asset in the world of continuous improvement.
We’re starting the series here because manufacturing produces tangible results, which makes it easier to grasp the continuous improvement principles at play.
Lean Manufacturing, also known as Lean Production or simply 'Lean', is a methodology that originated in Japan in the late 1940s. It was pioneered by the Toyota Motor Corporation, and it quickly gained traction as a means of improving productivity, reducing waste, and enhancing overall efficiency in manufacturing processes.
At its core, Lean Manufacturing aims to maximise customer value whilst minimising waste. This systematic approach focuses on identifying and eliminating any activities, resources, or processes that don't contribute to the creation of value for the end customer.
One of the fundamental principles of Lean Manufacturing is the identification and elimination of waste (known as "muda" in Japanese). To better understand this concept, it's essential to familiarise oneself with the ‘seven wastes’ of Lean:
By identifying and addressing these wastes within a production process, businesses can significantly improve efficiency and productivity, ultimately delivering better value to their customers (and usually to their bottom line).
Lean Manufacturing encompasses a variety of tools and techniques designed to identify and eliminate waste, improve process flow, and enhance overall efficiency. Some of the most widely used techniques include:
Adopting Lean Manufacturing principles can provide numerous benefits, including reduced waste, lower costs, improved quality, and enhanced customer satisfaction. To successfully implement Lean, organisations should:
Lean Manufacturing is a proven methodology for driving continuous improvement in production processes. By focusing on waste elimination and value creation, organisations can significantly enhance efficiency, productivity, and customer satisfaction. As we progress through this series, we'll delve deeper into the various Lean tools and techniques, providing practical guidance for implementing these principles in your own organisation.
Stay tuned for Part 3 of our continuous improvement series, where we'll introduce Six Sigma, another powerful methodology for process improvement and reducing variation, which complements Lean Manufacturing to further contribute to your organisation's success.
Umnii is a continuous improvement consultancy. We harness the power of Ombea to help you achieve ongoing success.
Our team of experienced consultants works closely with you, utilising Ombea's innovative tools for real-time feedback and data-driven insights, to provide tailored guidance and support throughout every stage of the continuous improvement journey. By partnering with Umnii, you will benefit from our expertise, insights, and proven methodologies that will foster a culture of innovation, learning, and growth. Together, we will identify areas of improvement, implement effective strategies, continuously refining your processes, propelling your organisation towards greater success.
Established over a century ago in 1901, G4S is a facilities company well-known around the world. Here in the UK, in cooperation with the NHS, G4S provides patient transportation services throughout the Kent and Medway regions of the United Kingdom.
As part of this contract, G4S must demonstrate they meet specific excellence criteria. One of these criteria is to ensure that at least 20% of patients give feedback on the service. If G4S fails to meet the 20% threshold, their budget is at risk.
Prior to Ombea, G4S used a website survey, as well as Google Forms. They found both too difficult to administer and, critically, they only managed to capture feedback from 12% of patients.
To help meet the 20% feedback threshold and improve their service, G4S turned to Ombea. They chose the Ombea Insights Anywhere module to capture actionable patient feedback in real-time.
G4S integrated Ombea Anywhere with their own patient communication systems, allowing every patient to receive an Ombea survey by SMS after every journey.
Through Ombea, patients can quickly indicate their satisfaction using a simple smiley-faced question and provide further detail through short sentences. G4S administrators can immediately see this feedback and address any negative issues by contacting the appropriate teams using Ombea's live alerts.
As a result of using Ombea, G4S has seen a significant improvement in their service. They are well on their way to achieving the 20% feedback threshold, and the 'live' nature of Ombea allows them to deal with feedback in real-time, nip problems in the bud, and share positive feedback across their team.
Ombea's data also contributes to Care Quality Commission (CQC) reports. The CQC monitors, inspects, and regulates health and social care services in England and have been impressed by G4S's approach with Ombea. Further, the NHS Integrated Care Board (ICB) has taken note of G4S's innovative use of Ombea here, recognising the potential of this approach to revolutionise healthcare service delivery, benefiting both patients and providers
The most significant result is also the most meaningful to the patients themselves: Ombea’s alerts feature informs G4S whenever patients would like something improved. By attending to these problems immediately, and keeping patients informed as they go, G4S has halved the number of complaints since using Ombea.
In today's ever-evolving world, success is not guaranteed by simply maintaining the status quo. Progress is the key to thriving, and continuous improvement offers a structured approach to achieving this.
This is the first in a series of ten articles that will delve into the principles and practices of continuous improvement, and how they can be applied to enhance the quality, efficiency, and effectiveness of various aspects of your business or personal life. In this article, we look at a general overview of continuous improvement as our starting point.
Continuous improvement, sometimes referred to as the Kaizen philosophy, is a concept that originated in manufacturing and has become an integral part of modern business practices worldwide. It involves the ongoing process of identifying, analysing, and improving existing processes, products, or services in order to ensure that they continually meet or exceed expectations.
In essence, continuous improvement is about constantly striving for excellence and not settling for "good enough." It is a mindset that promotes a culture of innovation, learning, and growth, enabling organisations and individuals to adapt to change and remain competitive in their respective industries.
At the heart of continuous improvement is a cyclical process. There are various versions of the cycle, one of which is called PDAC. The PDAC approach consists of four main stages:
This cycle is repeated indefinitely, allowing for a systematic and structured approach to continuous improvement.
Implementing a continuous improvement strategy within your organisation or personal life can lead to numerous benefits:
Continuous improvement is an invaluable strategy for driving growth, innovation, and excellence in any area of your life. By adopting this mindset and applying its principles to your processes, products, or services, you can set yourself on a path to continuous success.
Stay tuned for the next article in our series, which will explore the key principles that underpin the continuous improvement philosophy and how they can be applied to your personal and professional endeavours.
Umnii is a continuous improvement consultancy. We harness the power of Ombea to help you achieve ongoing success.
Our team of experienced consultants works closely with you, utilising Ombea's innovative tools for real-time feedback and data-driven insights, to provide tailored guidance and support throughout every stage of the continuous improvement journey. By partnering with Umnii, you will benefit from our expertise, insights, and proven methodologies that will foster a culture of innovation, learning, and growth. Together, we will identify areas of improvement, implement effective strategies, continuously refining your processes, propelling your organisation towards greater success.
Lifeskills Bristol is a UK-based charity that provides safety education to Year 6 children. The organisation offers a unique and immersive learning experience, designed to teach essential life skills such as personal safety and road safety. By empowering children with knowledge and skills, Lifeskills Bristol aims to help them make informed decisions and become responsible citizens. Their innovative approach to safety education has been recognised and praised, and they are committed to making a positive impact on the lives of children and their families.
Lifeskills Bristol faced the challenge of using an outdated and user-unfriendly voting system to test the children's safety knowledge before and after their visit to the Centre. They wanted to update to a modern and user-friendly solution that would enable easy setup, simplicity for the children to use, and versatile reporting options.
After conducting extensive research, Lifeskills Bristol decided to implement the Ombea Response voting keypads. They chose Ombea for its simple and versatile reporting options, user-friendly handsets, competitive pricing, and the personalised demonstration they received from the Ombea team.
Since implementing Ombea, Lifeskills Bristol has found Ombea simple to learn and set up. However, the primary benefit has been the support they received from the Ombea team. The training materials provided were incredibly useful and covered most of their needs, and the team was always happy to help with any other questions.
Using Ombea, Lifeskills Bristol has been able to easily evaluate the children's learning and identify gaps in knowledge that remain after their visit. This allows them to quickly make changes to their programmes to ensure that the gaps are filled. Additionally, using the results to demonstrate the impact of their programmes has been an invaluable tool when talking to existing funders and has helped them to gain new support. The system has also significantly reduced the amount of admin time they were spending on extracting and creating reports or fixing faulty handsets.
Overall, the implementation of Ombea Response has had a positive impact on Lifeskills Bristol. The system has provided them with a user-friendly and versatile tool to measure children's learning and identify gaps in knowledge, making it easier to improve their programmes and demonstrate their impact to funders.
The Likert Scale is a popular survey tool that measures attitudes and opinions by asking respondents to indicate their level of agreement or disagreement with a series of statements. The scale is named after its creator, Rensis Likert, an American psychologist who developed it in the 1930s.
At the time, Likert was working at the University of Michigan's Institute for Social Research, where he was involved in studying the attitudes of workers in various industries. He found that existing survey methods were insufficient for measuring attitudes and opinions because they only allowed respondents to choose from a limited set of responses, such as "yes" or "no."
To address this issue, Likert developed a new survey tool that used a series of statements and asked respondents to rate their level of agreement or disagreement on a five-point scale. The scale ranged from "strongly agree" to "strongly disagree," with a neutral midpoint option as well.
Likert's new survey tool quickly gained popularity and was used in a wide range of fields, from education to market research. The scale proved to be versatile and adaptable, and it could be used to measure attitudes, opinions, and beliefs on a variety of topics.
In recent years, the Likert Scale has seen a surge in popularity in business settings, as more and more companies turn to surveys and other forms of feedback to better understand their customers, employees, and other stakeholders.
One reason for the growing use of the Likert Scale in business settings is its simplicity and ease of use. The scale is easy to understand and requires minimal training to administer. This makes it an ideal tool for businesses that want to collect feedback quickly and efficiently, without having to invest in expensive survey tools or consulting services.
Another reason for the growing use of the Likert Scale in business settings is its flexibility. The scale can be adapted to measure attitudes and opinions on a wide range of topics, from customer satisfaction to employee engagement to brand perception. This versatility makes it a valuable tool for businesses that want to gather feedback on multiple aspects of their operations.
Perhaps most importantly, the Likert Scale has proven to be an effective tool for measuring attitudes and opinions in a way that is both reliable and valid. Studies have shown that the scale produces consistent results over time and across different populations, making it a reliable tool for tracking changes in attitudes and opinions. Additionally, the scale has been shown to have strong construct validity, meaning that it measures what it is intended to measure.
While the Likert Scale is a valuable tool for measuring attitudes and opinions, it is not without its limitations.
One of the key limitations is that it only provides a limited range of response options. To overcome this limitation, survey designers often combine Likert Scales with other types of survey questions, such as open-ended questions or multiple-choice questions. This approach allows respondents to provide more detailed and nuanced feedback, and can help to provide a more complete picture of their attitudes and opinions. Additionally, combining Likert Scales with other survey questions can help to minimize response bias, as respondents are less likely to feel limited by the scale and may be more likely to provide honest and accurate feedback. Overall, combining Likert Scales with other survey questions can help to provide a more comprehensive understanding of respondents' attitudes and opinions, and can help businesses to make more informed decisions based on the feedback they receive.
Umnii is a continuous improvement consultancy. We harness the power of Ombea to help you achieve ongoing success.
Our team of experienced consultants works closely with you, utilising Ombea's innovative tools for real-time feedback and data-driven insights, to provide tailored guidance and support throughout every stage of the continuous improvement journey. By partnering with Umnii, you will benefit from our expertise, insights, and proven methodologies that will foster a culture of innovation, learning, and growth. Together, we will identify areas of improvement, implement effective strategies, continuously refining your processes, propelling your organisation towards greater success.
Intersport, a globally recognized brand with over 5,000 retail stores around the world, was established in Switzerland in 1924. Their mission has always been to help, educate, and support people with sports regardless of their level of experience. With over 150 retail stores and a flourishing e-commerce operation in Sweden, Intersport has become a dominant player in the sports retail industry.
In order to keep up with the ever-changing customer expectations and to stay competitive, Intersport Sweden underwent a major restructuring two years ago. The goal of the restructuring was to increase their success by delivering a 'world-class customer experience.' It was recognized that customer service would be vital to achieving this goal.
To achieve their ambition, Intersport Sweden recognized the need to evaluate their customer service metrics in a new way. They needed to be able to measure the quality of service provided throughout the entire customer journey map, compare the performance of their different stores, and ensure that both their online and in-store retail met the same high standards. However, they faced a challenge in connecting the online and offline customer journey in a way that would enable them to achieve this goal.
As a result, they embarked on a quest to find a solution that would help them achieve their aim of delivering a seamless and consistent customer experience across all channels.
Intersport chose Ombea.
To test the effectiveness of Ombea, they implemented a pilot program in which they placed Ombea's touchless ExpressPods at the exit points in 15 stores. Additionally, they added Ombea's 'Website Widget' to their online customer journey, which enabled them to capture post-transaction feedback from online customers.
Intersport then integrated Ombea into their frontline processes, with each store's 'Customer Service Ambassador' running daily meetings with staff to review the latest feedback and actions. During these meetings, they compared the latest feedback with like-for-like data from other stores, as well as data from previous periods. For instance, they would compare feedback from Monday with the previous Monday or feedback from last week with the previous week.
Ombea proved to be a game-changer for Intersport as it enabled them to collect real-time customer feedback in-store and turn it into actionable insights. This allowed them to identify areas where they could improve the customer experience and make changes on the fly. Ombea's feedback system also presented feedback as a single KPI, which could be tracked over time and compared across stores, providing Intersport with the critical data they needed to make informed decisions.
In conclusion, Ombea has been instrumental in helping Intersport deliver on their mission to provide a world-class customer experience. By collecting and analyzing customer feedback in real-time, Intersport has been able to make data-driven decisions that have had a significant impact on their overall customer satisfaction levels.
Customer experience is a key factor for any business and it can be improved with the right strategies and approaches. If you’re looking to supercharge your customer experience, then these five books are must-reads.
From understanding customer psychology to creating a customer-centric culture, these books will provide you with the insight and tools you need to create an exceptional customer experience.
"The Experience Economy" is essential reading for anyone looking to stay ahead in today's competitive business environment. Authored by B. Joseph Pine and James H. Gilmore, this book offers a compelling argument that businesses should transition from selling products to selling experiences.
The authors describe how experience-driven economies are more profitable than product-based economies, as customers are willing to pay premium prices for unique experiences they cannot find anywhere else. Through their research, the authors reveal how companies can differentiate themselves by engaging with customers in meaningful ways and creating lasting memories instead of simply providing goods or services.
By implementing strategies proposed in this book, businesses can create an environment where customers feel welcomed and valued – a powerful tool for any business striving towards success in today's digital age of customer service excellence.
There are a plethora of business books available to readers, but few provide the same in-depth knowledge about customer relations as "The Challenger Customer". Written by Brent Adamson, Matthew Dixon and Pat Spenner, this book offers up invaluable insight into how businesses can build and maintain relationships with their customers.
"The Challenger Customer" takes a unique approach to exploring customer relationships. The authors draw on their years of experience in sales and marketing to provide readers with an understanding of different customer types and how they interact with organisations. With this information, companies can develop strategies to better engage their customers and create long-term loyalty. Additionally, the book provides advice on how organisations can tap into current trends and technologies for optimal relationship building.
Overall, “The Challenger Customer” is a must read for any organisation looking to forge meaningful connections with its customers.
Reading "The Effortless Experience" by Matthew Dixon and Nick Toman is an excellent way to learn how to create an experience that exceeds customers' expectations. This book takes a deep dive into the customer journey, offering insights into why certain services are successful and why others fail. Through real-world examples, the authors explain how businesses can use customer service interactions as a powerful tool for gaining loyal customers.
Rather than focusing on traditional metrics like customer satisfaction surveys, this book provides practical strategies for understanding what customers truly value and delivering those experiences in meaningful ways. It also outlines methods for improving customer engagement through personalised interactions with employees or automated systems. With this knowledge, companies can provide exceptional service that will lead to repeat business and an overall increase in sales.
Reading John A. Goodman’s book ‘Customer Experience 3.0’ is essential for any business owner who wants to stay competitive in today’s ever-changing world of customer service. The comprehensive guide dives into the most up-to-date strategies and tools used to engage with customers and build lasting relationships with them. By putting customer experience first, businesses are able to create a unique and memorable journey for their customers that will keep them coming back again and again.
The book covers topics such as using data to understand customer behavior, leveraging technology to improve customer engagement, creating an emotional connection with customers, and building resilience into the customer experience process. It also offers advice on how businesses can use insights from these tools to make informed decisions that increase sales and reduce costs while delivering a better overall experience for customers at every stage of their journey.
Reading “The Customer Experience Playbook” by Jonathan Daniels is a must for any business looking to optimise the customer journey. It’s an invaluable resource that provides strategies and best practices from industry experts on how to create, measure, and improve the customer experience. Drawing on his own experience as well as years of research, Daniels shares what it takes to deliver exceptional customer experiences in today’s competitive landscape. From developing customer service processes to building trust with customers through personalised relationships, this book is sure to provide readers with up-to-date insights into delivering value throughout the entire customer experience lifecycle. With actionable advice and real-world examples, “The Customer Experience Playbook” offers practical advice for those who want to create meaningful relationships with their customers that will help ensure their success in the long run.
Umnii is a continuous improvement consultancy. We harness the power of Ombea to help you achieve ongoing success.
Our team of experienced consultants works closely with you, utilising Ombea's innovative tools for real-time feedback and data-driven insights, to provide tailored guidance and support throughout every stage of the continuous improvement journey. By partnering with Umnii, you will benefit from our expertise, insights, and proven methodologies that will foster a culture of innovation, learning, and growth. Together, we will identify areas of improvement, implement effective strategies, continuously refining your processes, propelling your organisation towards greater success.