The Importance of Customer Feedback
How To Improve Product Quality And Service Delivery?
Customer feedback is regarded as the information which is provided by the customer on whether they are satisfied or dissatisfied with a given product or service as well as the general experience they had with the organization (Milner & Furnham, 2017). The resources of improving on the customer experience as well as adjusting on the actions to their needs. The information is usually collected in different ways such as opinions and reviews the client post online (Kiran & Diljit, 2017). Quality feedback from the clients is important for this case study organization since it would help enhance and improve on their services and products to another level (Milner & Furnham, 2017). To this organization this is a communication challenge which is affecting them to a great extend. In this research it will discuss communication challenge of the case study organization on Lack of quality feedback from clients on ways to improve product quality and service delivery.
Customer satisfaction and service quality are the major components when it comes to the external relations of each organization since they are largely determine on the organization competitiveness (Smith & Wiggins, 2017). The desire to manage on the feedbacks with the clients could lead to the fact that the business are starting to pay much attention to development as well as implementation of the service standards (Smith & Wiggins, 2017). The review of the client feedback ensures that there is improvement of the quality product and the service delivery. When there is lack of this aspect it becomes a challenge to an organization.
Feedback is the cheapest, most powerful and yet most under used management tool which organization have at their disposal (Smith & Wiggins, 2017). Customer feedback is a powerful tool which assists the organization to identify and improve on their product and service delivery to the clients. Feedback can be a motivating as well as energizing aspect in which has strong links to the satisfaction of the workers and enhancing on their productivity. Individuals usually want to feel involved and at the same time be identified with an organization (Deng, 2017). The aspect of the customer feedback could assist in achieving this aspect.
When the organization receives the feedback from the customers they tend to either be overly self critical or self congratulatory on good services quality and product (Womack & Jones, 2015). This is because they rely on the events rather than the specific feedback in measuring their product and quality performance in the market and its impact (Bone, Lemon, Voorhees, Liljenquist, Fombelle, Detienne & Money, 2017). It is difficult for the organization to be self aware of the product and the services they provide without the feedback from the customers (Milner & Furnham, 2017). When they are self aware and monitoring offers them a good platform them on the areas to improve in the delivery of the products and the services. When customers do not provide quality feedback to the business especially on a bad experience they had they would definitely tell their friends, co- workers as well as other acquaintances (Milner & Furnham, 2017). The effect of lack of quality feedback from the customers ripples far beyond the revenues which are lost with that one individual.
Challenges Businesses Face with Lack of Quality Feedback
The customers are the foundation of success for any given business, and if they are treated well or they are offered product and services that are not high level the organization could lose its reason for existence (Smith & Wiggins, 2017). If the organization in the case study is not taking care of the client, and the business becomes known as poor customer service, there are various things which would happen and none would be good news to the organization.
When there is lack of poor feedback from the clients there are numerous things which would take place such as; new customers would stay away (Smith & Wiggins, 2017). The customer feedback has two sides (Macdonald, Kleinaltenkamp & Wilson, 2016). Just as the new clients seek out the businesses based on the feedback from the other individuals they know, prospective clients would avoid the business when they hear firsthand account of the customer services offered in the organization (Smith & Wiggins, 2017).
Any kind of the feedback is usually generated from something which is related to the goods and the services which are involved in the business. There is no doubt that as an entrepreneur who maintains good human relations with the client would be sensitive to their needs, both the workers and the clients (Mourtzis, Vlachou, Zogopoulos, Gupta, Belkadi, Debbache & Bernard, 2018). In turn, the workers are much likely to offer the best possible customer services to those who deal with. Nonetheless, this does not mean they are always right. to access whether the client is right or perhaps wrong in regards to a feedback, it is important to understand on the trigger (Subramanian, Gunasekaran, Yu, Cheng & Ning, 2014). It is essentially important to recognize whey the client is offering the feedback.
There are numerous method the organization could use to improve on the quality feedback from the customers these are as follows;
Provide a dedicated feedback forms: The organization needs to provide a dedicated feedback email (Obeidat, Hashem, Alansari, Tarhini & Al-Salti, 2016). In case of any complaints, the clients could communicate their grievances through the email (Sulistya, Sharma & Lo, 2016). Moreover, the organization could go to an extent of offering dedicated feedback form to their site which incorporates all the relevant questions related to products and service delivery.
Call the client regularly: Calling the client is highly personalized in ways of seeking customer feedback (Cook, 2017). This method is proactive and could generate the best responses. The advantage on the use of this method it enhances firsthand feedback, from the client (Sulistya, Sharma & Lo, 2016). Additionally hearing the clients’ voice and tones offers an opportunity to sense their satisfaction from the services delivered and quality of products.
Recommendations to Improve Customer Feedback
Social media sites such as Facebook, and Twitter could be a valuable resource to the customer feedback (Sulistya, Sharma & Lo, 2016). There are numerous tools which could assist in social listening or perhaps gathering of the conversations on the social media in regards to the service delivery and product quality. Some tools helps in monitoring the social presence of the competitors.
Conclusion
Quality customer feedback is essential to this organization since they would identify ways in which they improve on their product quality and delivery of the services. In any business for them to grow there should be constant feedback either negative or positive from the customers and this will challenge them to improve on the products and services. This is a communication challenge which could adversely impact the organization negatively if it is not addressed appropriately. There are various recommendations which have suggested and if implemented they will enhance the organization both delivery of service and quality of the products.
References
Bone, S. A., Lemon, K. N., Voorhees, C. M., Liljenquist, K. A., Fombelle, P. W., Detienne, K. B., & Money, R. B. (2017). “Mere Measurement Plus”: How Solicitation of Open-Ended Positive Feedback Influences Customer Purchase Behavior. Journal of Marketing Research, 54(1), 156-170.
Cook, S. (2017). Measuring customer service effectiveness. Routledge.
Deng, X. (2017, December). Big data technology and ethics considerations in customer behavior and customer feedback mining. In Big Data (Big Data), 2017 IEEE International Conference on (pp. 3924-3927). IEEE.
Kiran, K., & Diljit, S. (2017). Antecedents of customer loyalty: Does service quality suffice?. Malaysian Journal of Library & Information Science, 16(2), 95-113.
Macdonald, E. K., Kleinaltenkamp, M., & Wilson, H. N. (2016). How business customers judge solutions: Solution quality and value in use. Journal of Marketing, 80(3), 96-120.
Milner, R., & Furnham, A. (2017). Measuring customer feedback, response and satisfaction. Psychology, 8(03), 350.
Mourtzis, D., Vlachou, E., Zogopoulos, V., Gupta, R. K., Belkadi, F., Debbache, A., & Bernard, A. (2018). Customer feedback gathering and management tools for product-service system design. Procedia CIRP, 67, 577-582.
Obeidat, B. Y., Hashem, L., Alansari, I., Tarhini, A., & Al-Salti, Z. (2016). The effect of knowledge management uses on total quality management practices: A theoretical perspective. Journal of Management and strategy, 7(4), 18.
Subramanian, N., Gunasekaran, A., Yu, J., Cheng, J., & Ning, K. (2014). Customer satisfaction and competitiveness in the Chinese E-retailing: Structural equation modeling (SEM) approach to identify the role of quality factors. Expert Systems with Applications, 41(1), 69-80.
Smith, V., & Wiggins, N. (2017). The perks of customer feedback: how even bad reviews can benefit your practice. Journal of Aesthetic Nursing, 6(6), 320-321.
Sulistya, A., Sharma, A., & Lo, D. (2016, November). Spiteful, One-Off, and Kind: Predicting Customer Feedback Behavior on Twitter. In International Conference on Social Informatics (pp. 368-381). Springer, Cham.
Womack, J. P., & Jones, D. T. (2015). Lean solutions: how companies and customers can create value and wealth together. Simon and Schuster.
Order an Essay Now & Get These Features For Free:
Turnitin Report
Formatting
Title Page
Citation
Outline
