Rant & Rave   

Latest research from Consumer Analysis Limited tells us that nearly one in two consumers fail to respond to advertising because they forget the key details of the campaign. These could be your customers and you could be losing valuable insight into what they really think about your company.

The key to successfully capturing your customers’ feedback is by making the process immediate. Research from Gartner tells us that feedback captured immediately after the event is 40% more accurate than feedback collected 24 hours later. In addition, response rates increase by 10 percent simply by requesting feedback as soon as the event is completed. So it’s just a matter of finding a way to capture the data at that moment.

Rapide’s Rant and Rave does just that. The feedback can be captured instantly, whether that’s at the end of a customer services call or at the point of sale. Hallmark cards use it in their UK call centres to ask customers how they are doing after their query has been dealt with.

And it’s not just customers that could find this useful. According to research from Crystal Interactive, the country’s best performing organisations get 90% of their ideas from their workforce, but only 20% of UK companies actually ask their staff for their ideas.

And Whitbread are putting this theory into action. They use Rapide’s feedback service to gather comments from their staff on HR and company car policies throughout the year.

Research from Acas says that “communicating with your employees is central to managing your workforce.” And there are many benefits to asking your staff for feedback such as improved performance, increased levels of trust and greater job satisfaction.

You can use Rapide’s Rant and Rave to get feedback from your staff and customers. To find out how we could help you and your business call us on 02476 011911.

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