Customer Satisfaction Survey & Sentiment Analytics
Transforming multi-channel citizen engagement into real-time operational feedback and improved satisfaction scores.
RMA Group designed, mobilized, and managed an end-to-end multi-channel customer experience polling and sentiment analytics pipeline for public and enterprise agencies.
The Operational Challenge
The client struggled with low survey response rates, delayed quarterly feedback, and fragmented data across digital and physical touchpoints. Without timely sentiment analytics, frontline service bottlenecks took months to identify and rectify.
The RMA Group Solution
RMA established a dedicated, bilingual survey operations team integrating automated SMS follow-ups, proactive Computer-Assisted Telephone Interviewing (CATI), and real-time PowerBI dashboards for instant management escalation.
Key Deliverables & Implementation Highlights
“RMA Group provided actionable citizen insights within hours rather than weeks. Their operational discipline transformed our quarterly planning.”
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