Are our customers satisfied? Where could we do better? What if we changed this?
To make your products or services the very best they can be, and to keep improving customer service, you need to be truly objective and know what your customers don’t like as well as what they like.
Asking people regularly enables you to measure the effect of any changes, track improvements over time and overall, make sure you’re getting things right!
“In our industry, repeat business is key; the customer really is king. PFA accessed and engaged with our global agents and customer base. They got to the people we needed to talk to and as a result we’re much more aware of the key issues in how we deal with our agents now."