How our customers help define the way we do business
Customer experience is at the heart of everything we do at FCT. We started an online platform called FCT Exchange, so we could go straight to the source—our customers—to learn what we’re doing well and what we can do better. It’s also a platform that allows members to network and access content they might find useful. This year, we will be introducing discussion questions that will start a dialogue and help members share their ideas with each other.
So how did our customers make an impact on our business?
Through the multiple surveys FCT Exchange members participated in last year, along with other feedback we received, we were able to gain valuable insight to make informed decisions as a company. For instance, our legal customers told us that it was onerous to have to change their passwords every three months, so we increased our internal security protocols to allow them to create one permanent password. Our mortgage brokers told us that they wanted a way to track the status of their deals and we launched FCT Broker Tracker to help them do just that. Realtors shared their excitement about our Home Protection Solutions products, but also voiced concerns about the home inspection and warranty together not always being the right solution for their customer, and with that feedback we decoupled the products, offering discounted home inspections through our partners and the warranty on its own.
Our members also offered a number of suggestions that we are continuing to keep in mind as we make decisions about enhancements as well as new products and services throughout the year.
Whether you work in the city or suburbs, do 10 deals with us or 100, we care about your opinion. And we want you to join FCT Exchange to share it with us.