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Illustrative HexaTech customer feedback survey on a landscape tablet with a mobile survey preview and original ForRest imagery.

01 / Listening & service recovery

Hear the customer.
Act on the signal.

Survey creation, response collection and feedback review within the HexaTech customer platform.

Project
Feedback & surveys
Scope
Product design / Workflows / Software
Focus
Software product
Explore the project (opens in a new tab)The work & value

02Potential at a glance

20.4h

Released hours / month

£482

Monthly capacity value

£2,980

12-month value after costs

5.8 mo

Capacity-value payback

03Challenge & solution

Every detail.
One business goal.

A score alone is not a service improvement. Teams need a way to ask useful questions, see the responses and decide who follows up.

Feedback becomes an owned service action and a clearer source for the next improvement.

  1. 01

    Make feedback easy to give

    Short questions, rating formats and optional comments keep the survey usable on a phone. The collection route can fit the service moment rather than require a long generic questionnaire.

  2. 02

    Keep recovery visible

    A low score can prompt useful context and a follow-up task. Ownership and a due action make the response something a team can deal with, rather than another dashboard notification.

  3. 03

    Learn across responses

    Themes and periods help the business review its service decisions. Private service recovery and public review activity remain different questions; the interface is not a reason to suppress inconvenient feedback.

  4. 04

    Survey design

    Use questions that support a decision.

04Business value

Modelled impact.

Released capacity

20.4h

Released hours / month

Modelled released capacity: 20.4hScenario assumptions: M1: 10.208333333333334; M2: 12.25; M3: 14.291666666666666; M4: 16.333333333333336; M5: 18.375; M6: 20.416666666666668. A business-case model, not measured project performance.05.110.215.320.4M1M2M3M4M5M6

Feedback triage time

58.3% less

Minutes per task

Modelled feedback triage time: 58.3% lessScenario assumptions: Baseline: 12 min; Scenario: 5 min. A business-case model, not measured project performance.125BaselineScenario

Capacity value

£482

Monthly model

Modelled capacity value: £482Scenario assumptions: M1: 481.66666666666674£; M2: 963.3333333333335£; M3: 1445.0000000000002£; M4: 1926.666666666667£; M5: 2408.333333333334£; M6: 2890.0000000000005£. A business-case model, not measured project performance.£0£722.5£1.4k£2.2k£2.9kM1M2M3M4M5M6

The operating journey

42

Follow-up actions

Modelled the operating journey: 42Scenario assumptions: Stage 1: 500; Stage 2: 175; Stage 3: 42. A business-case model, not measured project performance.50017542Stage 1Stage 2Stage 3

Capacity value / investment

106.4%

12-month model

Modelled capacity value / investment: 106.4%Scenario assumptions: Investment: 2800£; Value: 5780.000000000001£. A business-case model, not measured project performance.£2.8k£5.8kInvestmentValue

Time allocation

58.3%

Released capacity

Modelled time allocation: Released time 58.3%, Remaining handling 41.7%58.3%Scenario
  • Released time58.3%
  • Remaining handling41.7%

Value after all modelled costs

£2,980

Initial investment included

Modelled value after all modelled costs: £2,980Scenario assumptions: Start: -2800£; M3: -1354.9999999999998£; M6: 90.00000000000045£; M9: 1535.000000000001£; M12: 2980.000000000001£. A business-case model, not measured project performance.£-2.8k£-1.4k£90£1.5k£3kStartM3M6M9M12
Illustrative HexaTech customer feedback survey on a landscape tablet with a mobile survey preview and original ForRest imagery.

05The experience

From ask
to learn.

Feedback becomes an owned service action and a clearer source for the next improvement.

Survey design

Use questions that support a decision.

Service operations

Translate feedback into accountable follow-up.

Evidence review

Compare themes and periods without hiding low scores.

An illustrated customer feedback and service management workflow.
An illustrated service manager listening and coordinating a recovery action.

06The connected journey

From first intent
to useful action.

  1. 01Ask

    Collect a concise service response.

  2. 02Understand

    Keep the score and comment in context.

  3. 03Recover

    Give the next action an owner.

  4. 04Learn

    Review recurring service themes.

07Technology & expertise

Built to
keep improving.

Product UX

An experience shaped around the user.

Business context

Information the team can maintain.

Connected workflows

People, records and the next action.

Measurement

Useful signals with clear definitions.

Human oversight

Review, ownership and operational judgement.

Visual survey builder

Compose star ratings, scales, choices, text and other question types.

Conditional follow-ups

Ask the next question when it is relevant to the previous answer.

Branded experience

Style the introduction, questions and thank-you screen for the business.

Multiple collection routes

Share by link, QR, website widget, email invitation or reception kiosk.

Question-level analytics

Understand answer distributions and collection channels, with CSV export.

Service recovery

Bring responses that need attention to a person who can follow up.

Connected products.

What to measure next

  • Response coverage by service
  • Time to an owned recovery action
  • Recurring themes after a service change

08Let's do this

What could we
build for you?

Bring us the business challenge. We’ll connect the strategy, experience and working product around it.