FERRET PAPER – FOOD FOR THOUGHT
7 ways to unlock the true
value of your customer
feedback programme
www.feedbackferret.com
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
7 ways to unlock the true value of
your customer feedback programme
In order to reap true value from any customer feedback programme,
your business must care about your customer and their experience with
your brand. By caring and demonstrating that you care, you can directly
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they think. You don’t need to ask endless questions, they will tell you
exactly what they like, what they dislike and what might lead them to
purchase elsewhere if you give them the opportunity to do so.
Armed with that information, you can put yourself in your customers’ shoes
and understand exactly what needs to be done to improve their experience,
win back unhappy customers, and make loyal customers even more loyal.
Here are 7 ways to unlock the true value of your customer feedback
programme:
1. Stop
doing things
customers
dislike
7. Reduce
costs
2. Do more
of what
customers
love and
value
3. Improve
communications
6. Improve
VWD΍
4. Improve
products /
services
5. Improve
processes
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
1. Stop doing things customers dislike
Annoying customers is one of the best ways to lose customers. Make sure
you know what they dislike and stop doing it!
One of our automotive clients
reviewed comments from
those customers who were
not likely to recommend a
particular dealer. On closer
examination, several issues
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service” area. One of the
largest areas for complaint
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Times for Oil Change”.
Numerous comments request service dealers simply provide an
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2. Do more of what customers love and value
Find out what works and what aspects of their experience they love. Do
more of it and continue to do it well.
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how popular it was, had
suspended it after a
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gathered through their
kiosks indicated that the
promotion was sorely
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Needless to say, the
promotion was quickly
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
3. Improve communications
Marketing messages can often be misconstrued, instructions or directions
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customers sometimes become fraught. Find out where your weaknesses
lie and make the necessary improvements.
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communicated certain information to
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taking accurate readings), they started
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the new system to the front page of the invoice and made it more
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4. Improve products / services
Senior managers often think they know what products or services need
improving. But how can they ever really know unless they ask customers
what in theirRSLQLRQZRXOGUHDOO\PDNHDGL΍HUHQFH"
Eurocamp had considered
investing in a major upgrade
of the outdoor furniture on
all their campsites. Customer
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year was analysed to check
customer opinions on the
matter. Very few negative
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furniture, which in turn had a positive impact on satisfaction scores.
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
5. Improve processes
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any harm in looking for better ways of doing things. Better processes
can save you resources, time and, ultimately, costs.
Speedy analysis and delivery of
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changed MINI’s approach to dealing
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immediately. The manufacturing and quality managers can now
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needs additional training or a supplier whose part has caused a
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action to ensure it does not recur.
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programmes or disciplinary procedures where necessary. And never
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feedback.
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they were waiting in the shop. One
of the largest areas for complaint
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
7. Reduce costs
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you can avoid PR disasters, stop issues being aired on social media and
quite possibly, reduce costs.
Origin Energy managed to
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administration costs as a result
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programme. The company received
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immediately contacted those
customers and through empathy
and listening, prevented many
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Finding out how your customers feel and whether their expectations
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experience. Armed with the answers, you can use any of the above
7 methods to unlock the value in your customer feedback, all of
which have the potential to impact your bottom line.
Author – Nicola Douglas, Marketing Manager,
Feedback Ferret
2nd March 2016
www.feedbackferret.com
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.
7 WAYS TO UNLOCK THE TRUE VALUE OF YOUR CUSTOMER FEEDBACK PROGRAMME
Feedback Ferret –
Experts in Customer Feedback
Using text analytics, Feedback Ferret transforms customer feedback
comments into actionable insight. We make it easy for you to improve
your customer experience.
Email
Surveys
Online
Reviews
SMS
Surveys
Customer
Panels
Apps
We consolidate all your Voice of
Customer feedback comments from
any source into a single analysis and
reporting platform.
Telephone
Surveys
Website
Feedback
Tablets
& Kiosks
Web Chat
Social
Media
Employee
Feedback
We automatically transform
the customer comments into easy-tounderstand, actionable insight using
our sophisticated text analysis engine.
Tools for
Insight
We deliver the RIGHT information
to the RIGHT people in the RIGHT
format at the RIGHT time, so they
can take action to improve customer
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Hot
Alerts
Task
Management
Data
Exports
PDF Push
Reports
Manual
Review
Tool
Analyst
Services
Ferret
Answered
Questions
All our technology and services have been developed by, and are
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from customer feedback.
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South Africa and Poland.
For more information visit www.feedbackferret.com
www.feedbackferret.com
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Feedback Ferret® and the Feedback Ferret logo are Registered Trademarks of Feedback Ferret Ltd.