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10.1 Give ONE reason why it is important for businesses to get feedback from their customers - NSC Tourism - Question 10 - 2016 - Paper 1
Question 10
10.1 Give ONE reason why it is important for businesses to get feedback from their customers. 10.2 Give TWO examples of customer surveys used by businesses. 10.3 E... show full transcript
Worked Solution & Example Answer:10.1 Give ONE reason why it is important for businesses to get feedback from their customers - NSC Tourism - Question 10 - 2016 - Paper 1
Step 1
Give ONE reason why it is important for businesses to get feedback from their customers.
Answer
One important reason for businesses to gather feedback from their customers is to improve the business. Feedback provides insights into customer satisfaction and areas that may require enhancement. This information is critical for making informed decisions that can lead to better products and services.
Step 2
Give TWO examples of customer surveys used by businesses.
Answer
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Questionnaires: These are structured surveys that can be distributed in various formats (e.g., paper, online) to assess customer satisfaction.
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Online Surveys: These include various methodologies such as focus groups, follow-up calls, and feedback forms available on the company’s website.
Step 3
Explain TWO ways in which feedback from customers may inform and empower staff to improve their customer service delivery.
Answer
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Training Workshops: Regular training workshops based on customer feedback can help staff to understand their strengths and areas for improvement. This ensures that employees are well-equipped to serve customers effectively.
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Incentive Programs: Management can utilize customer feedback to develop incentive programs that motivate employees. Recognizing areas needing attention and rewarding staff for improvements can lead to enhanced customer service.