5 reasons why you need real-time customer feedback

Your company may have spent years building the brand, using hard-earned money to promote ideas and products that you believed in, and now you’re starting to see your market share grow.

Customers know who you are and what you stand for.  They recognise your brand and your company’s logo, and in that they see they can trust your brand.  They are willing to risk their hard-earned money using your services.

When you entrust your staff to go out into their homes you do so based on the belief that they are going to provide the best service possible.

But without real-time customer feedback how do you know that your customers are satisfied with this service?

It is just as important to know if your customers are unhappy with their experience of your company as it is to know when your staff have gone above and beyond and done an exceptional job, and it vital to know both of these things as soon as possible.

With VIRTUATel’s real-time customer feedback, your customers will get an automated survey immediately following a field service visit or contact centre call.  Which means that you get to hear about any negative experiences – no matter how minor – straight away, and can therefore make amends with the client immediately and ensure that you can retain their future custom.

And when you get a glowing review you can move especially quickly to get more business booked in for the future.

Here are 5 reasons why you need real-time customer feedback that could help your company improve and grow:

• When your customer receives a call immediately after you agent has finished work not only do you look incredibly efficient, but the customer feels as though you value their opinion. If you take an active interest in the service they received after the bill has just been paid, they know that your staff is interested in more than simply making more money off them.
• It will be on the minds of your staff that the customer will be giving feedback on their work immediately after they finish. Which is good for you when you have staff representing your company without supervision. But is also great for the staff that they know their good service will be acknowledged.
• The feedback you will receive will be much more accurate. Events will be fresh in your customer’s mind, they will be able to give you better details before they are forgotten and the scores will be delivered back to you while they are still valid.
• Great feedback can be used to reward staff and further incentivise them to keep giving the best possible service (some companies who use VIRTUATel surveys are directly using them to financially reward high performing staff).
• Each of these things can help you to improve you Net Promoter or Customer Effort score

For more information on how we can help you capture valuable, customer feedback in real-time, just click on the “Contact Us” above.