Enable bi-directional communication directly in the service application
- At key steps, ask user for suggestions or complaints concerning the service
- Send e-mails to users to ask for their ranking and comment about the service quality and satisfaction, allowing in-message reply.
- Include the possibility of viewing other users’ rating of the service.
- Include a service agent profile to show users’ reviews, also offering a feedback option
- Offer users the possibility to exchange and share useful tips, for example hosting their suggestions in a dedicated area linked to the FAQ (frequently asked questions) area.