6.3 Customer Feedback Methods

Front

Why would an organisation use comment cards to evaluate customer service?

Back

They reveal service strengths and weaknesses, are cost-effective, and help pinpoint specific improvement areas.

Front

Why would an organisation use questionnaires to evaluate customer service?

Back

Questionnaires reveal trends, offer measurable insights, and help track improvements and tailor training.

Front

Why would an organisation use post-purchase surveys to evaluate customer service.

Back

Post purchase surveys reveal satisfaction with specific transactions, quantify feedback, and measure loyalty.

Front

Why would an organisation use focus groups to evaluate customer service.

Back

Focus groups reveal nuanced opinions, emotional responses, and help uncover hidden service issues.

Front

Why does a mystery shopper provide an objective view of customer service?

Back

A mystery shopper assesses adherence to standards, identify inconsistencies, and reveal staff performance gaps.

Front

Why would an organisation use a phone call to evaluate customer service.

Back

A phone call enables businesses to gauge customer tone, address concerns, and offer real-time feedback.

Front

Why does comment cards help businesses measure satisfaction and identify training needs?

Back

They enhance overall service quality.

Front

Why does surveys after purchase help improve processes and personalize experiences?

Back

They drive repeat purchases by addressing concerns promptly.

Front

Why do focus groups help businesses explore complex problems and test new ideas?

Back

They understand the "why" behind customer behavior for targeted improvements.

Front

Why do Mystery shoppers help ensure consistent service quality?

Back

They uncover hidden problems and train staff for optimal interactions.