Every day, we help airports, rail and bus providers worldwide to track passenger experience. Continuous, real-time feedback enables you to know exactly what your passengers are thinking. This means that you can quickly identify causes of dissatisfaction, make changes and monitor their effectiveness.
Customer feedback is an integral part of shaping an experience that customers want to keep coming back to. When it comes to analysing the feedback of your valued patrons, there are few metrics as valuable as determining their attitudes.
It sounds simple, but closing the loop is easier said than done. Even business owners with the best of intentions can struggle to know what questions to ask, what feedback to act on, and how to follow up with their customers. Yet, when done right, closed-loop feedback is one of the best ways businesses can hone in on what’s working for them—and what isn’t.
This three-layer approach for surveys will help you create different datasets of feedback for short, medium, and long term business strategies. Each of these survey types needs a different approach in order to be successful, but all three should incorporate the principles mentioned above: the right questions, the right time, and the right follow up approach.
How can you improve customer retention? How do you create advocates, become more credible and drive innovation? In our latest blog, we discuss how companies are doing just this with customer feedback.
Creating a survey that provides accurate and useful data doesn’t happen by itself. It takes time and effort to make sure that you are not
Why go to the effort and expense of investing in a smiley face feedback system? Does it make any difference to the bottom line? The
The average customer is better informed and more discerning than ever before – and they expect great service. Tom Peters was spot-on when he wrote
There are many different ways to measure customer satisfaction and customer experience (CX). In this post, we look at three of the most common approaches
Measuring customer satisfaction doesn’t tell you how to achieve it. You can measure levels of satisfaction; you can pore over reports showing the distribution of customers across the satisfaction spectrum. All of this is helpful as far as it goes, but the problem is that it doesn’t go far enough: it doesn’t provide insight into why the customer was satisfied or dissatisfied. To achieve this, you will need to understand the customer experience.
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