All detractor comments need to be responded to within 90 mins (this may vary within your business)
Currently 1 and 2 ratings are set up within the alert system (for Customer Radar users who use the 1-5 rating scale). If you request to receive all ratings one through to five you are able to communicate to all customers. The ability to communicate with customers is dependant on your user role permissions inside of Customer Radar. To ensure your email inbox is not inundated, set up a new folder and create a rule remembering to check the inbox regularly. To change rating alerts, email firstname.lastname@example.org to make this request. See the Customer Radar online support centre for tips on setting up email rules in your inbox.
RATING GIVEN WITHOUT A COMMENT
The rating is to be kept. Your customer felt strong enough to leave a rating however they may not necessarily choose to leave a comment and number of factors could contribute towards this.
LOOK FOR TRENDS
Use your dashboard to highlight areas of strength during the day and week:
- Look at what the customers are saying about what they value during those periods.
- Look at what improvement or changes can be made to easily improve the customer's experience.
- Look at what you need to continue doing and do more of it.
- Discuss ideas with staff on how to continuously improve the customer experience.
SET IMPROVEMENT GOALS
- Set targets with the team to improve response rates and customer satisfaction ratings.
REWARD & ACKNOWLEDGE
- Acknowledge the staff that are the best performers with monthly rewards such as “Customer experience superstar award”.
- Set a team reward based on achieving the improvement goals you set.
IDENTIFY DIPS IN PERFORMANCE
- Use your dashboard to highlight times of the day and days of the week where the customer experience dips below your average score.
- Look at what the customers are saying they dislike during those periods.
- Discuss with staff how changes can be made to eliminate these issues.
- Talk through individual customer complaints and identify trends that need to be fixed or one-off issues and how they can be avoided in the future.
- If any comments are specific to a particular staff member, take them aside and discuss it with them in private and agree on how to either fix the issue or avoid it happening in the future.
#1: ENGAGE YOUR STAFF
Encourage staff to invite customers to give feedback. For example, “we appreciate your feedback - check your till receipt for details and you could win”.
Ensure staff understand the programme and appreciate the value of knowing what your
#3: MAKE CUSTOMERS AWARE
The more aware the customer is, the more feedback you will receive. For example, having point-of-sale material visible in-store promoting the chance to give feedback and enter the prize draw will increase the response rate.
#4: DASHBOARD UPDATES
It is really important to take note of the weekly dashboard email that is sent from Customer Radar Support.
#5: WORD SEARCH
Use “search” function on the dashboard to find a selected word of your choice. This will
highlight any comments that include the word mentioned enabling you to identify any trends.
#6: LIVE FEED
Your dashboard is live but you can build yourself a simple tracker to keep an eye on your Net Promoter Score identifying peaks and lows. Make note of promotions and theme weeks to identify behaviour within the business and compare year on year.