Customer Feedback Wanted???

I was just at "The Grove" stand/cafe in the Houston airport.

I didn't have a good experience.  As a matter of fact it was very disappointing!

It was disappointing enough that I went online and emailed them to tell them.  As soon as I hit send I received a reply saying that they appreciated my comment and would get back to me within 48 hours.

If you really want feedback making people go online and find you is a big mistake.  You will only get the people that love you or are really upset.

Than to take more than 24 hours to reply.  That is a sign that the company is not customer focused.

For customer feedback to have value it needs to be real time and actionable.

Transforming the way customer share feedback and how organizations use it!

US Airways customer service

Doug,

I've flown your airline from the old America West days.  I remember free drinks and have been elite over 15 years.

Just want to let you know...your service is terrible.  I wish you offered our feedback solution so I could share this with you directly.

I forgot how bad the service is...

Please stop repainting planes and spend the money on hiring people that care about your customers.

I'd love to personally help you transform the way your customers share feedback and how you use it.  Please call, text, or email me!

Customer Satisfaction Survey is just the start

As we move forward with www.feedbackrevolutionQR.com  I'm constantly reminded of the importance of customer satisfaction surveys and getting valid and actionable information.

The challenge is customer feedback is just the beginning.  If you use a comment card or your provide customers a phone number to call and share their feedback is not as important as what you do with the information.

To us you need to get the feedback but the real value comes when the business adjusts to better meet or exceed it's customers needs.

It's a little like knowing you have high blood pressure and not making choices to reduce it.  Yes, it's important to know but it's even more important to make the necessary changes!

Transforming the way customers share feedback and how organizations use it!

Comment Card - Delta Part 2

If you read yesterdays post I was given a card after my Delta flight and they wanted us to take a survey. I had to do it... customer feedback is my passion!

I didn't want my bias to affect the survey so I asked someone else to take it...

Here are the key takeaways...

The comment card had a number of codes and details on it.  The ranged from a serial number to the name of the airline.  The person taking the survey was frustrated by the time all of that was entered.  This is a huge mistake people make with customer feedback.  It's critical to make it easy.

By the time they reached question 12 they said "Are you kidding me?" and stopped taking it.  The question asked you to break down 100% into 9 categories based on how important it was.  It was long and not it went from customer feedback to a math test.

I took over and answered 5 more questions and than just closed it!  I have no idea how many more questions it had.  They had wasted as much of my time as I was comfortable with.

Please learn from these customer feedback mistakes!  Make it brief!  Make it easy!  Make it actionable!

Transforming the way customers share feedback and how organizations use it!