proceeses used to promote customer relation and to establish and monitor customer satisfaction

Question 1

what is customer feedback

Answer 1

a mechanism for promoting good customer relations, as well as obtaining information and data on how a business can improve

Question 2

how can a business improve as a result of customer feedback?

Answer 2

• collect customer feedback regularly and listen to customers’ wants and needs
• turn customer feedback into action and make better, custmer-centric decisions
• improve its products or services based on customer feedback and measure the impact of changes
• communicate with customers to let them know their feedback is valued and how it has been used

Question 3

what are customer satisfaction surveys

Answer 3

customer feedback and are ussually given out at the ends of a sales process or after the service has been provided. t

They offer an oppurtunity to ask a set of questions that are not asked during the sales process.

Question 4

what can businesses do to make the best use of customer satisfaction surveys

Answer 4

the questions asked must be precises, are open ended and are not leading and avoid assumptions. Must be constructed so that customers can respond with enough usesful qualiitative data for the business to analyse and base any improvements on

Question 5

What structure should customer satisfaction surveys follow?

Answer 5

Surveys should be short in terms of total number of questions and ask one question at a time
if a qualitative data scale is used, it needs to be used consistently, with each end of the scale being the same

Question 6

what are open ended questions?

Answer 6

questions requiring a detailed answer based on the respondents knowledge, feelings and experience ; they cannot be answered with a simple yes or no

Question 7

what is qualitative data

Answer 7

non-numerical data, such as words, images or observations.

Question 8

what is quantitative data

Answer 8

information with a numerical value that can be quantified by being counted or measured for example length in centimetres.
quantitative data tends to be structured and is suitable for statistical analysis

Question 9

what are customer follow up procedures

Answer 9

communication provided to potential customers with the aim of persuading them to buy a product or service.

As well as with the aim to retain current customers

Question 10

How can a business follow up with customers

Answer 10

• telephone calls
• text messages
• printed newsletters
• social media