Feedback is important, that is undeniable. In order to improve the levels of service you provide or the quality of your products you must have an clear and honest idea of what your customers are thinking about your offering. In reality only a small amount of companies have effective feedback mechanisms in place, and of the companies that do, a small amount of them do end up following through with something equally important… a responce.
It is all well and good to ask for feedback, if you are lucky your customers will care enough about your product or service to tell you what they think, however this should not be a case of one-way traffic.
Gary Schwartz, a VP of a large US-based feedback software company recently recounted his contrasting experiences at two hotels he stayed at recently. “Sometimes the experience was a terrific one, such as when Housekeeping at the New Yorker Hotel in Manhattan found and returned the phone charger I’d left in my room. Or it may have been a poor one, as at a Washington hotel that couldn’t get any of my food orders right during my week-long.”
Both hotels requested his feedback, which he duly gave them. “The New Yorker customer services manager wrote me just a few days after I sent her my feedback, telling me how proud she and her staff were to receive it. Not only did her positive response to my comments create yet another good customer experience, the hotel used the feedback to create a great employee experience. The other hotel still hasn’t replied to me, six months later.”
There are no prizes for guessing which hotel he will be telling his friends about in a positive manner, and which will be receiving a verbal beating and some seriously negative word of mouth.
When a customer gives you feedback it means that they have gone out of their way to help you, surely the very least that can be done to show appreciation for this is to respond to the customer and tell them how helpful their feedback has been?
This is one of the benefits of using SMS software to collect feedback, once you have received the feedback and it is in your online account you can elect to send any customers providing feedback a quick response via sms. You don’t have to type up a letter, put it in an envelope and send it in the post. With SMS feedback software you simply click, type a short message and hit the send button.
You owe a response to those customers who take time to give you feedback, and SMS makes it very easy to do so.
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