Quick Wins: Dealing effectively with customer feedback

Here are five quick wins for dealing effectively with customer feedback:

• Understand what why you are seeking customer feedback – this will help form the focus and the questions to be posed
• Seek professional help when forming the feedback process. Poorly designed questions written in language that customers don’t understand will defeat the purpose of the feedback process
• Whatever results are returned, good or bad, make sure that they’re followed up. If not, you risk alienating customers who are expecting change
• Bring staff on board from the very beginning of the process; it creates a sense of involvement and allows them to help shape the process. Considering that they’re customer facing, their input is critical