We have discussed, in other forum topics, the use of NPS and feedback programs to survey and monitor our clients. What I am finding more and more is that businesses have the surveying part all worked out but are still struggling with analysing these survey results to drive systemised change into their business. Customer surveys give us the unique opportunity to review feedback as realtime insights into how our business is delivering its service to its customer. It’s not enough to just say, “they are cranky” or “we’ll never please them”. We need to use this feedback to genuinely reflect on our business and drive procedural change to improve our customer’s experience.
I’d be been keen to hear examples from those that have used feedback to change a process internally to deliver a better experience for the customers.