Do you want instant feedback on your business's customer service? This is how Shangi Airport does it.
I just came back to NZ through Shangi Airport (Singapore) last night (I was going to send this out last night, but I was too tired...)
At most service locations, whether they be information points, toilets, shops, and even customs, you see these instant customer rating screens (see photo above - she did smile!!)
It makes it very easy for customers to rate the customer experience, just one little click on the touch screen.
What a great tool! It’s nice when people have the opportunity to provide easy instant feedback, it keeps the customer service staff on their toes and it provides valuable feedback for management on who does well and what areas can be improved.
The system has elevated the standard of customer service as a whole. Since the introduction in 2011, the average number of feedback received per month has been about 354,000, compared to an average of 200 feedback received before it was implemented. (source: Shangi Airport website) That’s pretty amazing!
Customer feedback is a very important way to improve your service standards. Great service will grow your sales, it’s that simple.
So, have a think about how you could solicit customer feedback in an easy way.
And yes... I did click the survey buttons at the different locations a couple of time! :)
Marketing for Success Programme – starting next week, register now!
If you’re interested in growing your business and meeting your goals, there are still a few spaces left on the Marketing for Success Programme starting in July 2014. Click on this link for info: www.smartraining.co.nz or for testimonials, go to: http://www.smartraining.co.nz/testimonials.html
Funding from New Zealand Trade & Enterprise may be available.
Till next week, Marijke
Marijke Dunselman. Click here to read more about us!