Importance of feedback revision PDF

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Summary

lecture about the importance of feedback for companies and events. ...

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/Importance of feedback- revision Positive feedback ‘satisfaction is the result of a customer’s perception of the value received in a transaction or relationship’ Radojevic, Stansici and Stanic, 2015 -

Businesses are able to improve services and products from feedback From feedback customers tell businesses what they are satisfied with Negative feedback is easier to give and assess

Options for feedback -

Email, businesses may send questionnaires to current customers Online questionnaires, feedback section on website for customers and visitors to leave comments Comment boxes, simple but, means more work collating the data/information Paper based feedback forms, sent out via post, these cater to less IT literate customers Online comment systems, comment systems on blog or website allow vsitiros to leave feedback

Importance of positive feedback -

Marketing strategies Branding Recognition of staf Career opportunities for staf Improved customers service Reputation of staf and company

Why companies are scared of feedback -

People do not generally go out of their way to give positive comments Many will write a complaint when they have been wronged Both sorts of feedback are useful Negative comments will likely outweigh the positive Not a bad thing nor a sign that business is doing terrible May mean there is room for improvement Important to try and re-address the balance People will remember the bad things and forget the good about the business Business may be subject to negative comments e.g. internet comments cannot be controlled

Poor reputation -

Poor customer service skills? No attention to detail? No pride in their place of work? Takes no notice of feedback? Generally ‘I don’t care’ attitude?

Implications for staf -

Poor staf morale Poor quality recruitment

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High turnover of staf Poor reputation May damage career prospects...