To kick things off with our mini-series on feedback, we’ll start with one of the most well-known areas: customer feedback.
If you are running a business targeting customers, no one can really disagree that you will be more successful and make more money if your customers are happy. When companies are doing alterations to the organization or making investments in order to increase business, it’s often hard and time-consuming to find out what the customers really think about the changes. It could be small changes like new interiors for the store or a new weekly deal, but it could also be major changes like rationalizations and personnel changes. The question is, how do you keep your customers happy? How do you even know what your customers think about your business? Well, the answer is easy:
Ask them.
Asking for customer feedback can provide extremely valuable insight for your business and products. Did the customers like your personnel’s service? Did they find what they were looking for? Would they come back? These are all important questions, and only by getting the customers’ feedback will you be able to know what to improve in order to get even happier customers. Furthermore, showing your customers that you care for their feedback can really make them feel important. Still, having happy customers is not a one-time occurrence but rather an on-going process. What if customer happiness changes over time, will you then know what affected this? The question you should be asking yourself is:
Do you know if your customers are happier today than two months ago?
Responster helps you understand your customers better. By using the Responster survey app you can place a kiosk at the place that you want to be evaluated, for example in your store. This way you can easily find out what your customers think about your business, and how they are affected by and feel about changes being made to it.
To further decrease the distance between customer and firm we have supplemented Responster with web forms. This makes it possible for customers to answer the same survey as on-site, but instead in their comfort of home via the Internet. Maybe you want to give your Facebook visitors the possibility to evaluate your business, or let customers give feedback using their smartphones?
One of the greatest advantages of using Responster is that you can get feedback in real-time. Maybe you had a promotion yesterday that you want to know what your customers thought of? Maybe management want to know how the customers feel about recently carried out changes before the board meeting tomorrow? By receiving feedback in real-time, you will get valuable insights about your customers, and you will have the opportunity to make important changes in time.
Our customers use Responster as a tool for evaluating and comparing different parts of their daily operations. A retail chain, that use the Responster survey app in several stores, can, for example, easily see which of the stores that has the highest customer satisfaction, or which store that has the most dissatisfied customers. As long as you continuously collect customer feedback you’ll always have a basis for decision-making on how to improve.
Only the imagination is the limit when it comes to ways of using Responster. What all companies using Responster has in common is a better understanding of their customers, they no longer have to guess what makes their customers happy. With Responster, you always have the answer accessible through the collected data.
That concludes the first part of our series on feedback. Tomorrow we’ll continue with the next topic: employee feedback!