Customer feedback is flavour of the month these days and that’s a good thing. Restaurants who could previously get away with substandard food and service because they are in a tourist hotspot and only feed people once have the problem of customer reviews on things such as Trip Adviser. This enables the diner to get feedback in advance and avoid the bad ones. Standards increase and that’s good.
What about the latest trend for text based feedback? It seems as though every time I contact my bank or phone company or energy provider I get a “short survey” to complete. This is good but nobody ever follows it up. As a customer I am left even more frustrated than I was by the poor service. It’s bad enough to endure bad service but even worse to be asked about it and then ignored.
To be effective, customer feedback must be acted upon. The customer must not feel that it is just the company going through the motions and then ignoring them. It is the customer service equivalent of “your call is important to us” but not so important that we will answer it quickly.
Effective customer feedback is useful to both the customer and the business. Done well it can preserve a relationship after a problem or increase customer loyalty. Done badly it drives away customers.
Make your customer feedback effective.
If you want to look at this further we have both manufacturing and service simulations to enable everyone to be more effective then please contact us for details – https://www.wellsassoc.co.uk/contact/
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