What Really Works in Customer Feedback Programs
For many years now we (Genroe) have been working with our clients to help them create and run successful customer feedback and Net Promoter® programs. Over that time we have seen many good implementations, and some not so good implementations.
While we have seen lots of great ideas and know quite a few pitfalls that will likely spell failure, we wanted to really expand the statistical validity of what works and what to avoid.
So we performed some primary research. The goal of this research was to identify which attributes of the customer feedback and action process contribute to overall success and failure.
After analysing the responses from 80 participants we identified 9 Key Takeaways for organisations wanting to maximise the success of their process.
The Most Surprising Insight
Near the end of the survey we asked the following question:
If cost were not an object, what are the two (or more) areas of your customer feedback program you would like to change?
We really wanted to know what the no holds barred, blue sky, money no object, opportunities were to improve the performance of the customer feedback process. We could not have been more surprised at the response.
In the rest of the data, respondents had called out a range of factors preventing better performance and underpinning success. Furthermore, our analysis of their responses identified more simple, hidden, and effective ways to drive up customer feedback success. However, when asked what they’d most like to do, the highest rated answer was “collect more data“! What a let down.
Collecting more data may be what you think will make you more successful but we lay out 9 more important secrets that you need to tackle first.
Get Your Copy
Each of the key takeaways is explained clearly and the finding that backs it is shown.
If you are ready to improve your customer feedback and action process, download the report now.