{"id":62802,"date":"2019-02-11T08:00:38","date_gmt":"2019-02-11T07:00:38","guid":{"rendered":"https:\/\/beta-site.mopinion.com\/hoe-canterbury-city-council-klantenfeedback-gebruikt\/"},"modified":"2023-10-01T11:48:49","modified_gmt":"2023-10-01T10:48:49","slug":"canterbury-city-council-stelt-klant-centraal-door-online-feedback","status":"publish","type":"post","link":"https:\/\/mopinion.com\/nl\/canterbury-city-council-stelt-klant-centraal-door-online-feedback\/","title":{"rendered":"Hoe Canterbury City Council klantenfeedback gebruikt"},"content":{"rendered":"

Canterbury City Council (CCC)<\/a><\/strong> is de gemeenteraad van Canterbury, gelegen in Kent in het Verenigd Koninkrijk. Sinds kort werken Canterbury City Council en Mopinion samen. CCC werkt met een relatief klein team dat veel verschillende verantwoordelijkheden heeft. Zij verrichten onderzoeken, analyseren de resultaten, bepalen de invulling van de diensten en cre\u00ebren de content. <\/h4>\n
\n

<\/p>\n

Wat is het doel van dit team? Door tot in detail naar klantervaringen te kijken en de behoeften van de bezoekers in kaart te brengen moet de online klantreis voldoen aan de verwachtingen van de bezoekers.<\/p>\n

In dit klantverhaal deelt David Newell, Canterbury City Council\u2019s Product Manager,<\/strong> hoe zijn organisatie de voordelen van de alles-in-een klantfeedback software van Mopinion benut om de klantgerichtheid<\/strong> te verbeteren en de klant nog meer centraal te stellen. <\/p>\n

\n

<\/p>\n

Hier volgt zijn verhaal\u2026<\/p>\n

Hoe stelt CCC de klant centraal?<\/h2>\n

“Ons doel is bezoekers de ideale online klantreis aan te bieden. Door de behoeften van de bezoekers beter te begrijpen, kunnen we diensten aanbieden die hierop aansluiten, zodat de bezoekers gemakkelijk hun online doel bereiken.”
\n
\n\"Mopinion:
\n
\n“Wij laten ons sturen door de resultaten. Door de verzamelde feedback te analyseren kan het team snel eventuele problemen oplossen door de huidige diensten te verbeteren en nieuwe diensten meteen aan te passen.
\nWanneer we een nieuwe dienst lanceren is het belangrijk dat we precies weten hoe de gebruikers hiermee omgaan, wat is hun mening en hoe kunnen we de dienst verbeteren. Wij benutten de gehele development cyclus (alpha, beta, live) en verzamelen tijdens iedere fase feedback, zodat we tijdig kunnen bijsturen.”
\n
\n\"Mopinion:
\nBron: Medium<\/em><\/p>\n

Geen aannames meer\u2026<\/h2>\n

“Dit is in contrast met hoe we voorheen diensten ontwikkelden. Eerder kostte de planning ontzettend veel tijd en was deze gebaseerd op aannames en gingen we uit van de inhoud van de diensten. Vervolgens werd het gebouwd, volgde er interne goedkeuring, veranderden er een aantal specificaties, volgde er wederom interne goedkeuring, veranderden er weer een paar specificaties enzovoorts\u2026”
\n
\n“Als je op deze manier werkt, is de kans groot dat je uiteindelijk iets oplevert dat niet eens bruikbaar is voor de gebruiker. En omdat je zo veel tijd gespendeerd hebt aan het live krijgen van de dienst, zul je niet heel snel weer een aanpassing maken. Dat kan soms wel jaren duren.\u201d<\/p>\n

Wat is het advies van CCC voor andere organisaties?<\/h2>\n

“Als ik een advies mag uitbrengen, dan is het dat je niet bang moet zijn om iets te lanceren dat nog niet perfect is.” <\/p>\n

Lanceer alvast een product of dienst die waardevol is voor klanten. Werk daarna snel en slim door kleine opleveringen van functionaliteiten te realiseren. Maak je keuzes op basis van real-time feedback en je zult een product of dienst leveren waar klanten echt tevreden over zijn.<\/p><\/blockquote>\n

De tevredenheid meten<\/h2>\n

Canterbury City Council gebruikt algemene \u2018vind je dit nuttig\u2019 feedbackformulieren en als er een transactie is afgerond ontvangt de bezoeker per mail een aantal vragen over de tevredenheid.
\nDaarnaast gebruiken zij parameters in de URL, zodat ze exact weten welke diensten gebruikt zijn, zodat ze hierop kunnen inspringen.
\n
\n\"Mopinion:<\/p>\n

<\/p>\n

\nKom aan boord!<\/h3>\n

Nu klanten steeds strengere eisen stellen aan personalisatie, gebruiksvriendelijkheid en de online klantreis, is dit het juiste moment voor overheidsinstellingen om aan de slag te gaan met klantfeedback.
\n
\nWil je meer weten over hoe jij je als overheidsinstelling de klant centraal kunt stellen? Lees hier het Engelstalige artikel: Government agencies & NGOs: What can they do to become more customer centric online.<\/a><\/em> <\/p>\n

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Klaar om Mopinion in actie te zien?<\/h3>\n\t\t\t\t\t\t\t

Wil je meer weten over hoe je feedback verzamelt en analyseert met onze feedback tool? Probeer het 14 dagen gratis! Op zoek naar wat meer persoonlijke begeleiding? Plan dan een online demo in met \u00e9\u00e9n van onze feedback specialisten.<\/p>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t

\n\t\t\t\t\t\t
\n\t\t\t\t\t\t\tDEMO INPLANNEN<\/a>\n\t\t\t\t\t\t\tProbeer het nu<\/a>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/section>\n","protected":false},"excerpt":{"rendered":"

Canterbury City Council (CCC) is de gemeenteraad van Canterbury, gelegen in Kent in het Verenigd Koninkrijk. Sinds kort werken Canterbury City Council en Mopinion samen. CCC werkt met een relatief klein team dat veel verschillende verantwoordelijkheden heeft. Zij verrichten onderzoeken, analyseren de resultaten, bepalen de invulling van de diensten en cre\u00ebren de content. Wat is […]<\/p>\n","protected":false},"author":12,"featured_media":70113,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[1887],"tags":[1793,2020],"class_list":["post-62802","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-digitale-feedback","tag-customer-stories-nl","tag-government-and-ngos-nl"],"acf":[],"yoast_head":"\nHoe Canterbury City Council klantenfeedback gebruikt - Mopinion<\/title>\n<meta name=\"description\" content=\"Canterbury City Council, de gemeenteraad van Canterbury in Kent, gebruikt Mopinion's customer feedback software om de klantgerichtheid te verbeteren.\" \/>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/mopinion.com\/nl\/canterbury-city-council-stelt-klant-centraal-door-online-feedback\/\" \/>\n<meta property=\"og:locale\" content=\"nl_NL\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Hoe Canterbury City Council klantenfeedback gebruikt - 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