Customer Feedback and Customer Satisfaction (Grade 12 NSC Matric Tourism): Flashcards
📚Flashcards
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10 cards from this deck
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Practise the cards
10 cards from this deck
Definition of customer feedback
Definition of customer feedback
Info customers give about experiences w/ products/services
Why businesses collect customer feedback
Why businesses collect customer feedback
Identify areas needing improvement & meet expectations
How feedback builds customer relationships
How feedback builds customer relationships
Shows customers their opinions are valued
Surveys as feedback method
Surveys as feedback method
Gathering info from customer groups via questionnaires
Questionnaires definition
Questionnaires definition
Structured question sets to collect specific info
Why SMS messages work well for feedback
Why SMS messages work well for feedback
Quick, efficient, more likely to be read than emails
Web-based feedback advantages
Web-based feedback advantages
Cost-effective, fast, efficient, accurate, protects privacy
Step 1: Analysing feedback
Step 1: Analysing feedback
Capture & study feedback, categorise positive/negative
Step 2: Analysing feedback
Step 2: Analysing feedback
Decide on action plan with achievable goals
Step 3: Analysing feedback
Step 3: Analysing feedback
Put plan into action & monitor progress continually