I’ve been asked to fill out a customer satisfaction survey by my bank. There are questions about whether I’d complained in the last 12-months and how I rate their service. I think it’s admirable that my bank takes an initiative to find out what I think.
What I find odd though is the amount of information that organisations have on what their customers think that isn’t used.
For example, it’s rare to find an organisation that has mechanisms in place where issues raised in customer complaints are fed back effectively across functions. Customer relations departments produce figures and reports that are circulated to senior executives, but most times this doesn’t lead to action.
I was in a contact centre a few days ago. The rule is that senior team members listen to 5-calls per agent each month. They then give feedback to the agent (something along these lines is common practice in contact centres). There are over 100 agents, so senior team members listen to over 500 calls per month. Continue reading