Customer feedback is considered a lifeline for the company. With an effective customer feedback process, business houses can analyze how customers perceive their service and that all aspects of their business they want to see some changes or improvements. Effective feedback helps the business houses in the realization that the things they thought were the right also to take in similar spirit to their customers or not. It also provides an opportunity for business houses to assess which are lacking behind and with a correct analysis is able to take effective and corrective actions so that they are able to add value to their service offerings.
In order to capture the true and accurate feedback, sufficient care should be taken to make the process easier for the service Utilizer. Often, in an effort to capture detailed and extensive feedback from their customers, companies make a total mess of the whole process. They complicate the simple things such as feedback forms thus defeating the whole purpose of recording and effective feedback and annoying customer who tends to a child from a supposedly efficient and process improvement exercise. Seeking feedback on the correct way is as important as the actual information more hassle free customer feels when giving feedback, more accurate and precise data that will be able to share this whole exercise fruitful and effective.
Gathering feedback on the correct way is also an art and a small error can lead to disaster, or the collection of incomplete information. What are the common mistakes that companies make, and what should be the correct way of collecting feedback, so that it can add value to the entire value chain?
A customer convenience: the most important thing to keep in mind while collecting customer feedback is the customer's convenience. Every process, request or action that causes inconvenience to the customer, will prevent its ability / interest in giving an honest opinion and he can simply fill out the form just for the heck of it. Make the process of gathering feedback as easy and hassle free as you can.
to respond to the customer: if the form of feedback you are getting filled with a parameter that asks the user on the appeal and whether they would like to have someone in touch with them to resolve the issue, make sure that someone in the organization dajekupci call. By providing an easy call, not only will be able to get his company registered in the mind of the customer, but will also be able to leave a very positive impact on the customer's mind.
o Provide sufficient time for the customer: the process of collecting feedback should be such that it gives the user enough time to think about what you are sharing. Rushing or solicit customers in rapidly providing feedback will be total waste of effort.
Ask the customer what they want: easy to collect feedback on what they provide will help the company add value to what they provide. Include customers in the service of process and ask what they want or expect from the services offered. Try to build their systems and offers some more! You will realize that the number of satisfied and happy customers will be much more !!
and the most important aspect:
Most forms of feedback to gather feedback does not provide sufficient space for customers to write their comments. Make sure the entire look n feel of feedback forms is clutter free and has enough space for the customer to pen down his thoughts !!