Most companies today use customer feedback as a tool to gain information about the service provided. The insights gleaned from feedback are an excellent way to connect with customers, show interest in their experience and identify ways to improve future experiences.
The best time to collect customer feedback is immediately after an appointment has been completed. Research has shown that making a prompt and timely request for feedback is an effective strategy. It allows for improved service recovery and better response rates.
Why You Need a Real-Time Feedback Strategy
There are several reasons for developing a real-time feedback strategy.
One is the peak-end rule. This cognitive behavior theory posits that the typical consumer’s memories of a customer experience are not the average of all the collected moments. Instead, Customers most vividly recall the peak moment of the encounter and the end of the experience. By sending the request for feedback as the service is completed allows brands to capture accurate, real-time memories of the experience. In addition, feedback is an ideal opportunity to correct a wrong, perceived or otherwise. If negative reviews or feedback is submitted days or weeks after a service call, it becomes much more difficult to make amends.
For support teams, service recovery is a critical tool to retaining customers, minimizing the potential for damaging reviews – by word of mouth or online, and maintaining or improving brand reputation. By gaining real-time feedback, your teams can better attempt to turn around negative experiences. It can even lighten the workload for the team in the process. It’s a win-win for you and your customers.
How Real-Time Feedback Boosts Service Recovery
With real-time feedback you can vastly improve your service-recovery strategy. Here are three ways it can enhance your customer experiences:
1. Faster Issue Resolution
Mistakes happen. Customers understand this as much as you do. But the best thing a business can do is respond quickly to issues raised by the customer. With real-time feedback, you can respond promptly. In some cases, it can happen in a matter of minutes instead of days. If it’s a delivery problem, an issue that mandates a service call or a refund request, you can respond faster the sooner you hear about the issue.
2. Employee Satisfaction
Real-time feedback eases the burden on your entire team. For technicians and office staff, there is less stress with a mindset that encourages quick responses to customer feedback. For product development teams, feedback brings them closer to the customer, providing a deeper understanding of consumer perspectives. Collectively, you’ll have more satisfied and engaged employees.
3. Deepening Customer Trust
Sometimes the response to an issue means more than the issue itself. If you collect and respond to feedback swiftly, you’re telling customers that you value and appreciate their feedback. If the feedback becomes an integral part of the customer experience, you’re likely to gain confidence and trust, even when the feedback is initially negative.
Glympse allows you to request feedback immediately following a product delivery or service appointment. We help companies respond to customer concerns quickly, in real time, to improve your customer engagement. To learn more, contact us today.