RECEIVE AN ALERT WITHIN 30 SECONDS OF NEGATIVE FEEDBACK

SURVEYS ALERTS FOR NEGATIVE FEEDBACK

9 Aug 2018

maintenance guy receiving survey alert

BE ALERTED TO NEGATIVE FEEDBACK WITHIN 30 SECONDS

A really useful feature of Avius Surveys are Survey Alerts. If a customer leaves negative feedback you’ll receive an email notification within 30 seconds. This means you can quickly respond to the unhappy customer to solve their issue, hopefully leaving the customer delighted with your great customer service.

Our favourite Survey Alert example we’ve heard so far was from an attraction. A customer complained about the person smoking in front of them in a queue. Before that person had finished their cigarette, an employee had told them that they weren’t allowed to smoke there and advised them of the nearest smoking area. The customer who provided the feedback contacted them again to ask if it was coincidence or world-class customer service – it was the latter, with the help of an email alert.

NOTIFY THE RELEVANT PERSON

Survey alerts can be set up for more complex conditions involving multiple questions, so email notifications are sent to the relevant person. For example, if you receive negative feedback about a dirty floor in the ladies’ changing room, the female cleaners on duty will receive an email alert. If it was the male changing room the male team would receive the alert.

The distribution lists for the alerts are flexible so they can be easily updated in case of sickness and vacations.

Example of a survey alert

BAD FEEDBACK IS GOOD THING

You should encourage feedback, especially from dissatisfied or ambivalent customers. Not only do you get the opportunity to solve their issues, you can also improve your product or service for other customers.

If you resolve a customer complaint or issue quickly and satisfactorily they are more likely to do business with you again. They will also tell an average of 5 people about the good service they received.*

Useful feedback isn’t always from unhappy customers, it could be from those who would rate you 3 out of 5, they’re not unhappy but you’re not exceeding their expectations. Or it might come from loyal customers who love you, but have one or two ideas of how you could be even better. Suggestions from both of these groups are valuable, they could help you to improve customer satisfaction and grow your business.

IMPROVE YOUR CUSTOMER SATISFACTION

Use Survey Alerts to help you speed up response and resolution times and improve your overall customer satisfaction. Contact the Avius team today.

By Caroline Hawksworth

Related Posts

SURVEYS ALERTS FOR NEGATIVE FEEDBACK

9 Aug 2018

maintenance guy receiving survey alert

BE ALERTED TO NEGATIVE FEEDBACK WITHIN 30 SECONDS

A really useful feature of Avius Surveys are Survey Alerts. If a customer leaves negative feedback you’ll receive an email notification within 30 seconds. This means you can quickly respond to the unhappy customer to solve their issue, hopefully leaving the customer delighted with your great customer service.

Our favourite Survey Alert example we’ve heard so far was from an attraction. A customer complained about the person smoking in front of them in a queue. Before that person had finished their cigarette, an employee had told them that they weren’t allowed to smoke there and advised them of the nearest smoking area. The customer who provided the feedback contacted them again to ask if it was coincidence or world-class customer service – it was the latter, with the help of an email alert.

NOTIFY THE RELEVANT PERSON

Survey alerts can be set-up for each question for each survey kiosk, so email notifications are sent to the relevant person. For example, if you receive negative feedback about a dirty floor in the ladies’ changing room, the female cleaners on duty will receive an email alert. If it was the male changing room the male team would receive the alert.

The distribution lists for the alerts are flexible so they can be easily updated in case of sickness and vacations.

Example of a survey alert

BAD FEEDBACK IS GOOD THING

You should encourage feedback, especially from dissatisfied or ambivalent customers. Not only do you get the opportunity to solve their issues, you can also improve your product or service for other customers.

If you resolve a customer complaint or issue quickly and satisfactorily they are more likely to do business with you again. They will also tell an average of 5 people about the good service they received.*

Useful feedback isn’t always from unhappy customers, it could be from those who would rate you 3 out of 5, they’re not unhappy but you’re not exceeding their expectations. Or it might come from loyal customers who love you, but have one or two ideas of how you could be even better. Suggestions from both of these groups are valuable, they could help you to improve customer satisfaction and grow your business.

IMPROVE YOUR CUSTOMER SATISFACTION

Use Survey Alerts to help you speed up response and resolution times and improve your overall customer satisfaction. Contact the Avius team today.

By Caroline Hawksworth

Related Posts