It's You, Not Them
Put yourself in your customers' shoes for a moment. We bet that like most people, it's been a long time since YOU last filled out a customer feedback survey:
* When a cashier tells you to check out the survey on your receipt, do you bother to do so?
* Do you pay attention to those "Tell us what you think" emails that show up days later?
* Can you recall the last time you welcomed a telephone survey?
* How often do you respond to paper surveys in the mail?
Even when you do fill out one of those surveys, how much of the experience do you really remember by then? How much lag is there between your experience and the company's reaction to your survey responses? If it feels like a black hole, it's because if often is. It could be months before the people in the organization are made aware of any issues and finally address them, if they do so at all. In the meantime they've likely let down more customers and wasted lots of the organization's time and money.
Telephone and paper surveys were the only way once upon a time, but today's "in the now" world demands that your organization use the same modern technologies that consumers rely on every day of their 24/7 Internet-connected lives. Organizations that recognize this shift in consumer behavior and adapt their feedback loops will do wonders for their quality control initiatives.
Easily Capture Opinions "In The Now"
Wouldn't it be better to harvest customers' opinions when they are ripest -- while they're checking out of a hotel, just after they've finished a meal, during a car rental return, as they're walking out of a store?
Modern cloud and mobile technologies like LoopSurvey let you quickly and easily capture customer thoughts "in the now," before they move on to the next activity and forget about their interaction with your organization. Not only do you get immediate feedback from your customers, but you can quickly get actionable information to address any shortcomings. You'll not only keep your current customers happy but also attract new ones, thanks to positive word-of-mouth.