Case Study: Orbit Group improves customer satisfaction and employee engagement with Rant & Rave

What happens when your world Orbits around your customers

Orbit Group, one of the UK’s largest housing organisations, was looking for a better way to capture customer feedback and engage staff after finding that its old telephone surveys produced low response rates and allowed advisors to cherry-pick respondents. With Rant & Rave, Orbit needed a more reliable, real-time approach to customer insight across its housing and contact centre operations.

Rant & Rave implemented Fast Feedback and Frontline Engagement, enabling customers to respond by text, email, or voice and giving advisors live visibility of their performance through dashboards and a league table. The results included up to 28% response rates, a customer satisfaction score of 4.2 out of 5, and a 20% saving on feedback budget. Orbit also reduced advisors on performance plans by 70%, improved staff retention, and cut sickness levels to under 5%, while capturing more positive feedback than ever before.

Orbit Group

Dean Ballard

Head of Performance Excellence