The length of your customer survey is just as important as the questions you’re asking. So exactly how long should your customer survey be?
So you’ve collected feedback from your customers now your customers want to know what you’re doing with all that data.
How do you show your customers what you’re doing with their feedback?
Transcript of this Video[Read more…]
Rob Markey (a partner with Bain and global leader of the firm’s Customer Strategy & Marketing practice) provided some very focused and pithy remarks in, of all places, a recent BBC radio show.
The context was a discussion that centred on the NHS (National Health Service) and its somewhat controversial Friends and Family Metric. In the interview Rob made some points that apply for customer feedback and closed loop processes of all kinds.
The five comments that I liked the most were:
….the [Enterprise Rent-a-Car] leadership team there said “listen, you change your organization with clarity and simplicity”.
Although it may seem like a difficult question to answer, this is actually an interesting question because there’s really two responses.