What should be included in your plan of obtaining customer feedback to improve your product/service?

Business Planning is very important as it 1) To Map the future 2) To support Growth and secure funding.3) To develop and secure a course of action.4) To help in cash flow, 5) To support a strategic exit.

- Train your front line employee... - Build customer service culture in your organization -Improve your websit page to ease customer engagement. -Design customer feedback Channel in a way that classify his/her complain With minimum effort and easy to be submitted - Respond directly (as per published commented policy) to customer feedback. - Be smart and creative in designing new channels to communicate with your different customer catigories.

-Market survey

-Direct communication with customer

-Find out lacking of my product

-Know what competitor offer

-Customer de-satisfaction note.

-Make a sales team to public relation

-Develop product with regular basis as per customer requirement.

INSTANT FEEDBACK OF CUSTOMERS,PERSONAL RAFO

·        Company profile with all information needed to the customer.

·        Powerful electronic services.

·        Help Desk.

 

I hope these points support.

Four parameters i.e. Cost, Quality, Product &Services delivery and After sales support must be included in business plan which turns Feedback good or Bad and direct impact on revenue.

Customer may compromise with cost.

Product and Service Delivery not made in time, customer may have major impact on revenue generation which may further lead business growth lower.

AND the major component of business plan to make business grow is the back bone i.e. AFTER SALES SUPPORT. Poor after sales support may further lead no business with you.

 

Example –

Product & Service Delivery - Customer may compromise with the cost of buying a CAR which she/he wish to gift someone at her/his marriage day but car company fails to deliver car enabling customer to gift car on the day for which PO was placed, car company may get PO cancelled even message get broadcast to entire audience in marriage party that don’t by particular brand of car or from particular supplier.  

 

After Sales Service – In order to maintain sold cars, if company fails to provide good after sales service, the product may not stay longer in market and will out from the choice of customers automatically.

The foremost question is: What is our objective in seeking customer feedback? Do we have some idea of the gaps in our current services? . The Plan should include objective of the survey, target audience, sample size and sampling methodology, survey methodology, various elements of product/service delivery, competitor offerings, customer profile, timing and duration of the survey. 

l will first make sure that my staff has the necessary skill set and they can relate to the customers well.

As customer service manager

you should have a team working close to you, this team is the communication tool between you and the customer

the team should be well trained to make surveys

for an example

the team should ask about the frequency of using the product or service your organization sells

questions can be asked to the customers

how you like the product

does it help you in your daily use 

how often would you buy our product or service

how many users in your household may use our product or service

do you think that service or product can be developed to fit your needs

would you recommend this product or service to your friends or family members

 

by having answers to these questions you would know if the product needs development or not and you would know if it appeals to the customer or not

your company's website also can include these questions 

 

Conduct Survey either customer product satisfaction or service satisfaction. After you implement the survey as part of your process, Gather all the data on the survey and implement on your process the PDCA (Plan - Do - Check - Action), Plan - How will you improve your service based on the survey results, Do - Perform the necessary improvement based on your plan. Check - results and effectiveness of your plan. Action - take necessary actions on non conformity to attain your plan. Continue the survey and process until you attain the desired quality of service/product. 

After listening to the customer's complaint carefully, let the customer be comfortable and explain things to him/her in detail WITHOUT any Interruption . Let the Customer know the Details provided by him will be investigated & the Results will be shared with the Management & himself at the earliest. Action will be taken if staffs found guilty, Warning will be given. If you find a rational and on point complaint from the customer, contact the concerned department, take remarks and feedback from the customer in handwritten form and forward it to the superior management. And if the customer has pointed something out (may be a flaw or a breach) by his/her personal opinion, note it down and take the information to concerned authority to take care of the issue.