How is your business viewed in the eyes of your customers?
The answer to this question is critical to your future revenue streams. You must have a clear objective understanding of how your customer rates your service offering.
If your business is achieving very high customer satisfaction ratings, this should lead to customer loyalty, positive word of mouth, and a high level of repeat business.
If your scores are low, then your level of repeat business will be low and your business may be suffering from negative word of mouth, further damaging your business.
Review customer feedback for this year. Consider what remedial action may need to be taken. Look at both quantitative findings, such as overall results from customer feedback forms, as well as qualitative findings, such as reports on meetings with customers.
Sources of data include:
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Focus groups reports
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Customer comment cards, requests etc.
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Online reviews (be sure you have a policy to engage with online review sites such as Tripadvisor.ie)
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Comments on your website
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Mystery shopper research
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Feedback from staff interaction with customers
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Sales figures