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SCI's survey program has proven to be a very useful tool for our stores to better understand the issues that are of concern to our customers. Their online reporting is very easy to use and is a reliable source of information that allows us to better serve our customers. The daily monitoring service allows us to respond quickly to customer issues and get them resolved. This process is a great value to us and is an important part of our total customer service management program.
D. Moyer – VP Customer Service, Tire Kingdom Inc. |
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Feedback Management
Providing a feedback survey to collect information from your guests is an essential first step. However it's important that while you are collecting customer ratings and opinions that you not overlook the critical communication vehicle that your customers have at their fingertips. Many may take the opportunity to heap praise on a particular employee, or to tell you about an unacceptable situation they faced through your customer satisfaction survey. If your customers reach out to you it's important to respond on a timely basis to address potential issues. By building in a feedback monitoring process you can be assured that the critical customer feedback is addressed quickly.
On an optional basis SCI staff members monitor incoming surveys based on established criteria for each client and e-mails exception customer surveys to a designated contact to ensure they are acted upon
Contact us to find out how our feedback management process can help you monitor customer satisfaction.
