Customer expectation and the level of
service delivered is constantly being driven
upward. In this competitive environment
it is critical that organisations understand
how satisfied their customers feel after an
interaction.
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Those organisations that can consistently collect and act
upon this information will be best placed in respect of
being able to retain their customers and deliver best in
class service.
Traditionally the collection of customer feedback has
been random and not subject to follow up actions.
Leading organisations are putting in place strategic
customer feedback platforms that provide immediate
feedback to those stakeholders within the business that
can effect remedial action.
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