Why does customer feedback evaluation feel so tricky?
In a world where it seems like we measure everything else, effectively evaluating the customer experience continues to elude most organizations. But let’s face it, we are all constantly evaluating the people we interact with - without even realizing it. As humans, we automatically apply two simple standards every time we engage with a service provider:
1. How well did the required task get done, and
2. How was my interaction with that person?
Quick Feedback Provides the Best Results
Capturing these two critical pieces of information in real-time is essential. More data isn’t always better or more valuable. Rather than worrying about dozens of data points, this simple framework enables organizations to have a new feedback loop of clear and immediately actionable customer feedback to improve their customer retention, reduce customer acquisition costs, and increase profitability.
Deploying a Feedback System in the Field
Driven by its commitment to superior service, Cannon IV is a leader in the managed print services industry. The company’s technicians are deployed to customer locations to service and repair printers and copiers. Searching for a mechanism to receive real-time customer insights and quickly close the feedback loop with their technicians, the company is partnering with BoxScore.
BoxScore has enrolled Cannon IV’s technicians onto its platform and is sending quick, 30 second feedback requests to Cannon IV customers after the technician leaves the customer site. In addition to increasing customer satisfaction and retention, this data has turned into a revenue producing asset. Taking advantage of their high satisfaction levels, Cannon IV has built this customer feedback into their sales proposals and leverages it during contract renewal negotiations.