More importantly, do you know how to gather and implement customer feedback?
Customer surveys are the most common form of planned feedback. Some businesses don’t make time for it, others do. Overall, they provide vital pieces of information that you should listen to. Good or bad, all feedback can help your business to grow, learn and implement changes that really keep customers happy. After all, if you’re going to ask the questions, you need to be willing to make appropriate changes.
When you ask for feedback, customers feel valued. They know their voice is being heard. So, it’s important to let customers know how their responses will be used to improve the company’s products or service.
However, customer surveys are not your only form of gathering feedback. Feedback is all around you. Ask your employees what they think. Listen to what your suppliers are telling you. Of course, every interaction with a customer is a chance to gather feedback, not just a planned survey.
Every piece of feedback you receive is important to ensure you remain aligned to goals, create new strategies, develop service improvements and overall, keep customers satisfied.
Imagine you could keep 50 customers coming back to you, just by speeding up your delivery time. Or think of retaining 100 customers, by responding to their enquiries faster. Sometimes, the simplest improvements can make a huge difference to the customer experience.