Kerfuffle Agent Testimonial - View Agent - Feedback, Training and Development
Gary Horgan, Director, Martin&Co
Martin&Co needed a structured way to turn client feedback into meaningful training and development opportunities for their team.
Gary Horgan at Martin&Co discovered that View Agents' client feedback tools were about far more than reputation management — they became a cornerstone of his team's training and development programme. By surfacing granular, agent-level feedback from real clients, View Agents gave Martin&Co a structured data source to drive performance reviews and skill-building conversations. The result is a team that develops continuously, anchored in genuine customer experience rather than internal assumption.
Key points
- Gary uses review feedback to identify coaching opportunities, rather than as a punitive performance-management tool.
- Individual team-member scores help distinguish staff feedback from overall brand reviews.
- Client feedback converted into regular team training sessions
- Individual agent performance visible and benchmarkable
- Development conversations now grounded in real data rather than gut feel
- Reduced reliance on ad hoc coaching by formalising the feedback loop
View Agent completely changed how we approach training. The client feedback we get through the platform gives our team real, actionable insights they can act on straight away.
Video
Kerfuffle Agent Testimonial - View Agent - Feedback, Training and Development