Customer feedback channels
To make it easy for customers to provide feedback, and to help
organisations learn more from their customers, CTMA has developed two
powerful and easy-to-access online customer feedback channels.
Combined with our other research and consulting services, these
voice-of-the-customer solutions provide
organisations with systematic and cost-effective feedback from their
customers and insights for business improvement.
WasItOK - measuring customer experience
against industry comparisons
WasItOK is a
confidential on-line customer feedback tool
that provides customers with access to a series of brief and easy to
complete industry-specific feedback questionnaires. Customers can
provide their feedback anonymously and data is reported back to our
subscribing businesses in aggregate
form,
together with a compilation of the comments entered in the comment
portion of our questionnaires.
Through WasItOK we collect feedback from customers about their
experiences of a range of services including:
- Hospitality, travel and tourism
- Banking and lending services
- Retail outlets
- Local government services
- Motor trade
- Electricity and gas supply companies
Specific results for an individual business are only revealed to that
individual business, together with an aggregate of results from other
participating businesses in that industry - for purposes of performance
comparison.
Multi-branch reports can be made available to the corporate head
office or franchisor, for their review and distribution amongst
individual branch managers or franchisees.
Tell Simon - making it easy for
customers to contact the companies they've dealt with
Tell
Simon is a customer feedback channel that provides customers with an
easy-to-remember place to go on the Internet to tell companies about
their experiences doing business with them and ask the questions they
may have. TellSimon makes it very easy for customers to contact the
companies they have dealt with. Once a customer has entered their
question, suggestion, compliment or concern into TellSimon, it is
forwarded directly to the company's nominated email address for their
attention. TellSimon follows-up later with customers and we monitor
ongoing customer experience with the TellSimon feedback channel and the
effectiveness of company responses. Company-specific tracking reports
are available to help monitor the effectiveness of their response
process in terms of customer satisfaction and loyalty and to help them
identify opportunities for improvement.
For more information about CTMA's customer feedback, voice of the
customer solutions, and how they can help you collect customer feedback
about your organisation, please
contact us.
