The Importance of Feedback. Why get customer feedback. Feedback is crucial for company improvement…positive feedback is great but it is usually the negative feedback that helps us the most
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Customers that have their complaints quickly and efficiently addressed by the company are likely to do business with the company again.
If a customers complaints are addressed…not necessarily solved, but at least there was an attempt made by the company to try and resolve the complaint… the willingness for that customer to do business with the company again jumps from 10% to 80%.
Feedback card—cards that customers fill out, specific questions are asked about the company or company processes.
Focus groups—group of people, usually company customers that are asked to meet to discuss a number of issues relating to the company. Participants are usually paid for their input.
Explorer groups—these groups consist of an employee or employees from one company that will go to other company\'s to see how other company’s do things. These groups participate in observational research
Customer Surveys—forms given to customers asking questions to determine what the respondents think about various issues relating to the company
Companies may use one or a combination of several methods to gather customers opinions and ideas about the company. Various survey methods may be:
Telephone surveys, calling customers at home/work
Mailing questionnaires customers complete and send back to you
Written surveys handed to customers in a mail back envelope
Internet based surveys that invite customers to go to a web site to complete a brief form and/or questions