compliment letters is when a customer likes the service the business provided and they write a letter saying how good it was. a real life example would be pc world when somone goes to buy a computer or laptop ect there services is fast and good they serve you in between 10 to 15 mins.
complaints letters - if a customer makes a complaint either by telephone or letter this indicates a possible problem area a real life example would be argos when they sell faulty goods. you would send a complaint letter to say your not happy
mystery customers is when a staff goes to there own shop acting like a customer they buy some products see the way in which the service is delivered and the attitude of the staff. tesco sends mystery customers to its stores.
staff feedback is valuable for two reasons first mNY staff deal directly with external customer the real life example would be teachers meating when they talk to each other.
informal customer feedback is when you finish your meal and a waiter asks you if everything was fine this is a cheap easy and informal way of getting customer feedback.and a real life example would be in a resturant when a waiter asks you did you like there service and there food.
time taken from order to delivery-time taken to get your product or service.e.g. yusef they serve there friends and relatives before the customer when the customer arives first
volume of marketing material sent out and responces generated-if you send out lots of advertisements and you get lots of responses e.g. tesco they do lots of advertst on tv and they get lots of good customer responses
no of contacts with a customer each month- how many times a contact talks to your business the business should get it right the first time. e.g, when i bought a mp3 player from argos it had faulty buttons on them and i had to return it back to argos
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