Making the most of customer surveys through internal communication

Making the most of customer surveys through internal communication

Alistair Roque Published on April 29, 2015

racially-diverse-business-team-in-meeting
Insights gained from customer satisfaction surveys can help you discover both your business’ flaws and strengths. Whether your website is difficult to use or your merchandise is too expensive, customer feedback can give you an overview of which business areas need immediate attention. But once you re done conducting customer surveys, the challenge now boils down to how you use the feedback as basis for company-wide improvements or changes.

Surveys should never be viewed as reports that describe how well your business performed in the previous months. Customer-centric and proactive organizations use customer satisfaction surveys as means for improving customer loyalty and boost revenues. More importantly, in order to see actual changes, survey results must be communicated internally so that every employee becomes aware of the things that matter to your customers.

Why internal communication is necessary

Exerting efforts in gathering customer satisfaction information and then setting these insights aside without visibly working on the identified problems could lead to a complete waste of time and financial resources. It can also make your employees view your future company-wide improvement plans with skepticism.

female-coworkers-discussing-survey-paperEmployees, especially those who directly interact with customers, are going to be of greater value to the company if they are equipped with the knowledge or resources that enable them to respond to customer concerns.Not following through with the results of your surveys can negate the many benefits of soliciting customer feedback.

Internal dissemination of results can be your first step in taking concrete actions to correct some, if not all, of the identified problematic areas of your business. Neglecting this step of making everyone in the organization aware of your focus areas can result to having less people working on improving them and, eventually, weaker customer service culture.

Keeping employees involved in the survey process

The first task after conducting a survey is to get back to your respondents and thank them for providing you with valuable feedback. Taking this step will strengthen your relationship and communication ties with your customers, since you re confirming that you listen to what they have to say and that you re going to make improvements accordingly.

Raw survey data can then be analyzed and processed by a third-party expert or a dedicated team. The goal must be to condense the survey finds and produce a shorter output or synopsis. This condensed report is what you send to every member of your organization. The moment your employees receive this, they will realize that customer feedback is being taken seriously by the management.

The best time to disseminate survey reports is right before your employees, especially those handling customer support, participate in skills reinforcement trainings or workshops. The customer survey results will help the participants become more aware of the pressing issues and focus on them during the training program.

team-meeting
Take time to gather input from your front-line employees and supervisors. Asking for their opinions can empower them to be part of the solution and make them view themselves as valuable to the company. Lay out your plans and show them how they can be part of the initiative to transform your business into a more customer-centric one.

Disseminating customer survey results internally can be a great way to keep your employees engaged in your mission of improving the customer experience. It s also an inexpensive gesture of ensuring that your research can result to actual changes. Internal communication can therefore be your way of giving your employees the go signal to take a bigger part in solidifying customer loyalty.

JOIN US ON FACEBOOK
Open Access BPO
Open Access BPO1 day ago
#CustomerService metrics indicate the level of service your brand is capable of providing.
They can also reveal just how effective your strategies are, including your
• staffing
• training
• quality assurance, and
• service/people management.

Metrics are more diagnostic than curative: https://buff.ly/3RiolyQ

----------
Make dismal #CustomerService a thing of the past when you outsource your #CustomerSupport needs: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CallCenterOutsourcing #CallCenters
#CustomerExperience
Open Access BPO
Open Access BPO2 days ago
Customers appreciate brands with #eCommerce websites that have #LiveChatSupport because of its convenience, speed, and humanized interaction.
You need to optimize these 4 features to make your #ChatSupport exceptional: https://buff.ly/3fhVflL

----------
Upgrade #CustomerExperience with our 24/7 multichannel #CustomerSupport solutions: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerService #eCommerce
Open Access BPO
Open Access BPO6 days ago
#Repost | Team Allied Services and You:
𝗢𝗽𝗲𝗻 𝗔𝗰𝗰𝗲𝘀𝘀 𝗕𝗣𝗢 is once again supporting #RyansRun during the TCS New York City Marathon this November.

Ryan's Run is a nonprofit organization and NYC Marathon Charity Partner. This #sponsorship supports #charity healthcare system Allied Services and their goal to improve the lives of people with disabilities, life-changing injuries, and chronic illnesses.

Photo shows Open Access BPO CEO Ben Davidowitz presenting the multilingual #CallCenter's donation to Allied Services' Jim Brogna and Steve Davidowitz.

----------
Open Access BPO is a multilingual call center with locations in both the Philippines and the United States. The company’s Chief Operating Officer, Ben Davidowitz, grew up in Kingston, PA. His brother, Steve, has been part of the charity campaign since its inception in 2010, and will be running the TCS New York City Marathon once again this year as part of Team Allied Services and You. He will be joined by an Open Access BPO employee.

Thank you @openaccessbpo

#openaccessbpo #teamalliedservicesandyou #pinoyrunner
#tcsnycmarathon #partnership #support #WeSpeakYourLanguage
#NYCMarathon2022
Open Access BPO
Open Access BPO1 week ago
Open Access BPO, in partnership with the Philippine Red Cross, is holding a #BloodDonation drive on September 28.

Employees who haven't signed up as #BloodDonors may do so by filling out this form: https://buff.ly/3dvNyI6

𝗦𝗮𝘃𝗲 𝗮 𝗟𝗶𝗳𝗲 𝗕𝗹𝗼𝗼𝗱 𝗗𝗿𝗶𝘃𝗲 𝟮𝟬𝟮𝟮
September 28 | 10:00 AM - 3:00 PM PST
Open Access BPO Makati, Glorietta 2 site lobby

#WeSpeakYourLanguage
#DonateBlood
Open Access BPO
Open Access BPO1 week ago
#Gamification works to create healthy competition and camaraderie among your #CallCenter agents while ensuring productivity and high quality support for your customers.

But it only works if done right. Here are several tips you can use to gamify your contact center: https://buff.ly/3dvR6Kt

----------
Ensure high quality support for your customers: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
Open Access BPO
Open Access BPO1 week ago
Having a branded #CustomerService strategy sets your business apart from others, helping grow your customers base and enhancing #CustomerExperience.
Here's how you can develop a branded customer service strategy: https://buff.ly/3Smzv6A

----------
Outsource #CustomerDelight without losing your #BrandIdentity: OpenAccessBPO.com/get-started

#WeSpeakYourLanguage
#CustomerSupport #branding
Open Access BPO