Thursday, August 18, 2011

Comment Card Tabulation

I just found this on a web site from a pizza place here in Boise, ID.

The Flying Pie is talking about their comment cards and how they got started.  It's a cute story but here is what I'd like to focus on today...

"We currently print over 25,000 comment cards a year. We post them to the walls of our restaurants, publish the words and pictures on our web site and in our menu’zine, respond to a couple dozen each week who request a response, and pour through them weekly, looking for energy we ought to be chasing or celebrating or improving."


I don't know about you but 25,000 comment cards is a lot of cards to read and try to get valuable customer feedback from.  The phrase "pour through them" to me sounds like medieval torture.


As a business owner or executive do you have time to diligently review 500 comment cards each week?  If you do review them how do you quantify them and spot trends?


This is a little pizza place in Boise, ID but this is what businesses across the country and around the world struggle with.  They put the cards out, they get some back... now what do they do with them?  Will you take 25,000 comment cards and enter each of them into Excel or a database program so you can use the data?


Not very many people would.


Customer feedback is so important and comment cards are such a terrible way to try to get feedback.


One more reason not to use comment cards in the morning!


Transforming the way customers share feedback and organizations use it!

No comments:

Post a Comment