Your customer feedback data collection process is going just fine. You’re collecting lots of interesting results, sending reports to your peers and generally feeling good. But there’s a nagging problem: nothing is changing in the business. The scores are not improving, but they are not getting worse either.
Maybe you’ve neglected a key part of the customer feedback process: root cause analysis and action planning.
In a recent piece of research we identified that Finding and Applying Quality System Methods was one of the 6 Key Drivers of Successful Customer Feedback Programs. A common, useful and easy to learn approach to understanding how to drive change in your score is the 5 Whys Process.