Businesses that gather customer feedback often need an effective way of using this information to make changes within the business. Implementing feedback from customer satisfaction surveys or other data does not have to take months to do. No matter the scale or size of the company, this valuable feedback needs to be used as soon as possible to make it worthwhile. To do that, business owners can use these tips.
#1. Educate the customer-facing employees
Perhaps the most vital way to use and implement customer feedback is to provide employees with that information. Those employees that deal with customers at the first stage are the most vital to educate. These individuals can often be taught or provided with feedback from customers and immediately implement it with their next customer engagement. These first line employees often need information from customer satisfaction surveys or other reviews in order to make a difference in the company’s bottom line.
#2. Be sure the information is coming from a reliable source
In nearly every situation, it is important to use customer satisfaction survey companies instead of gathering data first hand. The reason is simple. It provides for more honest feedback from clients and customers who otherwise do not want to hurt your feelings or provide you with inaccurate or misleading information. Additionally, by using a third party, but reliable source, the information is not just given to the company on a piece of paper, but presented in a way that’s easy to digest and immediately implement.
#3. Create smart solutions
The next step for the business to take is a bit more planned. Individuals need to sit down with the results they have and make a plan. Outline which of the customer satisfaction points is something that can be improved upon right now, as in making a policy or procedure change right now, and which ones can be tested.
The key is to look at those suggestions that may or may not work or better the company in the long term. From this information, businesses need to create a plan to effectively test the change. It is sometimes as easy as testing how well layout impacts sales or how adjusting employee schedules help alleviate problems during peak hours. Device an effective plan and then test it over a few days or weeks. Notice what is working for the company and what may not be the ideal investment long term.
The most important component to gathering and implementing feedback is to do so from a clear viewpoint. Put aside frustrating comments or complaints from an emotional standpoint. Ask yourself, “What does my customer really want here? Can I achieve it?” In some cases, the answer isn’t always yes. In all cases, though, you should take feedback as just that – a suggestion. Then, work to test out solutions and implementations of changes that could offer improvement down the road. It may not, but new insight can often lead to improved customer satisfaction and long term benefits for the company.