Youve got your feedback, but what does it really mean? More often than not, an organisation will analyse customer feedback, pick the most common denominator and seek to fix the problem quickly. If this is you, unfortunately, you are doing it wrong.
Implementing the insight from research into your Customer Experience strategy and acting accordingly is a different story. Just because your satisfaction levels have fallen may not be due to a faulty product as first predicted you might need to look a bit deeper to discover that actually, the customer service hasnt been satisfactory or the website is too confusing when purchasing items.
Whatever it may be, the common denominator doesnt always mean its right. So, the data is in front of you, but what next?
Voting 0
