Customer feedback can be described as information provided by clients or customers about whether they were satisfied or not with their experience. Many businesses underestimate the importance of customer feedback and how it can be used to improve the customer journey.
It is always a good idea to identify how a consumer or client sees your product or service as they will see it from a completely different perspective. No matter how much market research a company carries out before the launch of a product or service, it is only users who have invested in a product or service and use it on a day to day basis who will be able to provide real benefits and flaws of a product or service.
When organisations begin to collect consumer feedback, they gain an insight into what is working well and what can be done to make it better. Customer insights are much more valuable than any professional knowledge.
If a customer is satisfied and happy with your product or service, they will be much more likely to remain loyal and return to your organisation. This loyalty will impact on a company’s financial performance and will in turn lead to a greater market share.
Brand loyalty is harder to achieve then before, but by collecting opinions and feedback, a business can stay ahead of its’ competitors and please their customers meaning that loyalty can be easier to achieve.
TellUsFirst™ is a Customer Feedback system that can allow organisations to collect feedback and utilise that feedback by analysing measurable results. This real time actionable data is customisable which will allow any organisation to truly benefit as they can build a unique and specific questionnaire.
TellUsFirst™ is a mobile solution whereby customers and clients use their own personal devices which reduces hardware costs and makes it much more attractive as customers can complete the feedback form in their own time.
All of the results can be viewed on a dashboard online which allows for clear visuals and clear data that can be drilled down to highlight areas of improvement. With many clients throughout Ireland, TellUsFirst™ has allowed companies in various sectors to develop and improve their customer experience.
TellUsFirst™ also allows businesses to identify their Net Promoter Score. The Net Promoter Score or (NPS) is a universal method that measures customer experience and identifies if a customer would actively recommend a company or not. This feature alone can completely change an organisation’s focus as they can see straight away if a change is needed or not.
To conclude, collecting customer feedback is not only a way of improving the customer journey, but it can also help to improve the bottom line of a business and their market share.