Considering the transitions of the community services sectors to individualised support, the customer experience as never been so front of mind for many providers. Managing the consumer experience and extensive marketing campaigns including digital marketing, is a new set of skills that providers have to become aware of in order to appeal to their future customer base.
Customer feedback is important because it provides insights which can be used to improve your products, services or staff interaction. Here are the top 4 reasons why I think customer feedback is so important to your business:
- It offers the best way to measure customer satisfaction
Measuring customer satisfaction helps you determine whether your product or service meets or exceeds customer expectations.
These can be done in person, via email, via the phone or even inside a website or mobile app. Using rating-based questions when you are measuring customer satisfaction will help you track and monitor how happy (or unhappy) your customers are. After all, if you don’t ask you won’t know.
- It provides insight to create a better customer experience
Improving the customer experience should be the main reason you gather customer feedback. Offering an amazing experience that keeps your customers coming back and referring their friends to you is the best way you can stand out from your competition.
To create a pleasing experience, you need to ask your customers what they want and use that insight to create a consistent, personalised experience. If you can create an experience which is better than your competitors, clients will remain loyal and ignore tempting competitive offers.
- It can help improve customer retention
Customer feedback offers a direct line of communication with your customer so you can determine if they are not happy with the product or service you are delivering before you lose their business. After all is it very difficult to change something about a service, when you have no idea there is an issue in the first place!
A happy customer is a retained customer. By requesting customer feedback regularly, you can ensure you keep the finger on the pulse. If a customer becomes frustrated they may cancel their contract or stop doing business with you. By listening to your unhappy customers, you can use the feedback to ensure all customers have a better experience and continue wanting to do business with you.
- These experiences may help someone make the decision to work with your organisation
Customer feedback shouldn’t be an exercise put at the bottom of the pile; it’s an important component to any business. The feedback you collect, such as good news stories, often get lost. These could be the key decision makers for new clients to access your services.
Remember there are many ways to collect feedback from clients, some of these include Survey Monkey, Pop Survey, Temper, to name a few. These tools can help you with gather actionable insight from your customers.
Another platform to gain independent reviews about your organisation which you can respond to and collate information through is My Care My Choice. It’s a peer-based ratings and review site for aged care, disability and mental health services in WA. It is a one-stop-shop for people to find information and resources they need, in a format which is easy to use and understand. My Care My Choice currently lists all approved care providers in W.A.
We want to open the dialogue between providers and their customers for honest and open feedback. Are you currently thinking of ways to increase your accessibility to people looking for services, increase your brand awareness and collate the good work your organisation is doing? Contact Emer Long on email@example.com to activate your listing.