This post is one in a series designed to help SME businesses benchmark their business and create a best practice business improvement plan across all of their business processes. You can find the links to the full series here.
Companies that listen to their customers grow faster. Customer feedback helps you to:
- Improve your products and services
- Improve your customer relationships.
- Make your customers feel valued and important
- Develop new products or services
- .Generate personal referrals and recommendations.
- Acquire new customers. According to data collected by Invesp, 90% of customers read online reviews before visiting a business website and 88% of customers trust these opinions almost as if they were personal recommendations.
How does your business measure up?
Here’s a checklist to help you determine how well your business meets this benchmark.
- We collect client feedback regularly and consistently
- Our feedback questionnaires are as short and simple as possible
- We ask a mixture of open and closed questions
- We share the results of our feedback across the business before decisions are made
- We respond to customer feedback so that they know they have been heard and listened to
- We learn from customer feedback to improves systems and processes for the future
- We track our responses to customer feedback to make sure that our results are improving.
- We document customer feedback and customer experiences to create customer case studies and stories which we share with other customers and potential customers as part of our communication strategy.