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Web Application for AARP

321Ace created a customer survey reporting portal for AARP that provides real-time reports on AARP’s customer satisfaction survey results.

The portal is hosted using a highly secure environment to protect sensitive data.

The project was completed within budget under a tight deadline of 8 weeks.

The success of Phase 1, which focused on phone surveys, resulted in a Phase 2 that added email surveys.

About AARP

AARP is a nonprofit, with a membership of over 37 million, which helps people turn their goals and dreams into real possibilities, strengthens communities, and fights for the issues that matter most to families, such as healthcare, employment security, and retirement planning. A trusted source for lifestyle tips, news, and educational information, AARP produces AARP The Magazine, the world’s largest circulation magazine; AARP Bulletin; www. aarp.org; AARP TV & Radio; and AARP Books.

The Challenge

AARP wanted better insight into the customer satisfaction surveys completed by their members after calling the AARP customer support phone line. AARP wanted to see summary information about how each call center Agent is performing, with the ability to drill down to get all the details of each survey result. The system had to collect data immediately after a survey call was completed. It had to be hosted in a highly secure environment to protect sensitive data.

The Solution

321Ace created a web portal for AARP that provides reports, with drill down capability, to analyze customer survey results on how AARP call center Agents are performing. The portal provides real-time data by directly connecting to the phone survey provider. To help with analyzing and investigating the survey results, the system calculates useful metrics and provides the capability to listen to recorded caller feedback.

Solution Phase 2

AARP wanted to add the ability to evaluate email survey results completed by some members after making a phone call to customer support. 321Ace created a new module in the portal that aggregates the email survey results into quality scores that provide insight to the email surveys. The quality scores can be calculated, based on various criteria, such as time period and cycle.

Benefits for AARP

Real-time access to phone survey results of callers to get a sense of how customer service representatives are performing,

Ability to drill down on phone survey results reports to investigate issues and improve the customer service experience,

Access to quality scores, based on email surveys results of callers, on how well the customer service representatives are doing,

Ability to investigate customer services issues by generating quality scores for different time periods and cycles,

Entire survey reporting portal with multiple reports, drill down capability, and other calculations, built within a tight deadline of 8 weeks and within budget.

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