Methodology for Obtaining Customer Feedback

8 Reasons for an enterprise to collect customer feedback:

1. Demonstrate its commitment to listening to customers
2. Improve customer satisfaction and retention
3. Improve quality of services provided
4. Increase repeat business
5. Learn what the customer thinks of competitors
6. Help evaluate the sales organization
7. Obtain information on new product developments
8. Provide a way for customers to vent negative experiences

6 Common methods of obtaining customer feedback:

1. Customer satisfaction surveys
2. Email / website forms
3. Polling front line employees
4. Extracting from a customer database
5. Focus groups
6. Web-watching

7 Ways for an Enterprise feedback to Implement Action Items

1. Get executive buy-in
2. Establish goals
3. Invest in a centralized feedback management system
4. Maintain real-time data collection
5. Train employees on taking action
6. Provide communication throughout enterprise
7. Tie business outcomes to successful customer feedback programs