Customer Feedback

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Rant & Rave - Instant Customer Feedback

Customer feedback helps strengthen organisations: it finds weaknesses, identifies opportunities and helps build brands, products and services.

Real-time customer feedback is relatively new but is even more important to an organisation considering that:

“Feedback collected immediately after service delivery …is 40% more accurate than feedback collected after 24 hours” –Gartner Research

Today’s customers are busy and want to express their opinions when it means most to them – as soon as they experience a product and service. They want to leave their opinions in fastest most convenient way.

A RightNow survey found that:

“82 per cent of consumers believe that organisations must listen and act on customer feedback in order to retain business while 74 per cent are less likely to do business with an organisation if their feedback is ignored.”

Customer feedback is often associated with negative opinions. However many organisations are surprised by how much positive comments they receive. In a recent Forrester survey they found:

“84% of all customer reviews were either positive or neutral”

The positive comments can be passed onto staff to motivate and reward hard work and dedication. Staff will then be more willing to respond to negative comments when they occur.

When organisations do receive negative opinions it’s not all bad. After all, the customer has valued your company enough to leave you their comments. It is how fast you act on this information that could be the difference between losing and retaining the customer. What makes this even more important is that;

"A dissatisfied customer will tell on average another nine people” about their experience.

- Louise Vacher - Head of Customer Research at ORC International

Negative feedback can have a positive effect if dealt with promptly and efficiently. Customers will feel appreciated that you have listened to them and if you deal with their concerns you will often retain them.

Organisations find that listening to their customers is having a positive effect on their success. Speaking about ASDA’s 6.7% rise in sales, Rick Bendel, Group Marketing Director, said:

“We'll continue to monitor our ranges and listen to our customers to ensure we offer ASDA customers high quality products at affordable prices in all our stores."

Research shows that in order to be effective an organisation’s customer feedback solution must be able to:

• Receive opinions from all your customers communication channels, ensuring all feedback is captured (RightNow)
• Capture feedback instantly to improve accuracy (Gartner)
• Quickly analyse the overall opinion of your brand, products and services to save time and money (Whitbread)
• Display customer comments and opinions in real-time to monitor and act up on any urgent issues, helping keep hold of valued customers (OCR)
• Reply to comments, letting your customers know you care (RightNow)

Can your customer feedback solution do all the above?
No?
Don’t worry we have the solution.

Our award winning Rant & Rave can meet all your needs and enhance your organisation’s customer service. We have helped many clients including:

…and continue to work with a 1/3 of the FTSE 500.

You can start using Rant & Rave from as little as £100 per month

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