If you want continuous and automatic insight into customer satisfaction or employee engagement, the right feedback tool is indispensable. In this blog we give you five tips to pay attention to when selecting the right feedback solution.
1. One tool for all feedback
When you are looking for feedback software, make sure that the tool allows you to listen with equal attention to customers (Voice of Customer), employees (Voice of Employee) and business results and quality (Voice of Business). By bringing all results together in one solution, you avoid manual, time-consuming and error-prone processes and you as an organization can easily make analyzes and make the right decisions without having to manually merge results from multiple systems. For example, you can see at a glance whether the seller with the most turnover also produces the most satisfied and loyal customers. Are you only responsible for one of these areas? Then work together with colleagues who are responsible for the other areas and look for one solution together to bring all sub-areas together.
2. A feedback tool with which you can manage data yourself
In an organization, the same data is often stored differently in different systems, which makes analysis and reporting difficult and takes a lot of (manual) work. An example: In the CRM system, customer ‘Pieter Janssen’ is listed as ‘Mr. P. Jansen’ and in the logistics system as ‘Mr. Pieter Janssen’. Linking these systems often requires a lot of manual work and is therefore prone to errors. With a good feedback tool you can easily manage these types of matters yourself, without the intervention of the IT department.
3. A tool that automatically translates feedback into areas for improvement
Good feedback software not only allows you to collect feedback and data, but also translates this feedback for you into improvements and priorities. Without spending a lot of time on analysis, you know at a glance what the areas for improvement are per region, store or department to improve both the customer experience and employee engagement. Or what you need to do at which location to improve quality.
4. A tool that automatically gives everyone access to relevant insights
In the fast-paced world we live in today, you can no longer get away with outdated data. Reports must always be up to date with the latest data. Knowing what needs to be improved does not necessarily mean that things are actually improving. With the right feedback software, you can maintain control over follow-up and monitor improvements. Feedback, compliments or complaints are sent directly to the employee who helped the customer. Action can then be taken immediately. Is it a compliment? Forwarding it is highly motivating.
5. A tool without boring tables and graphs
Avoid working with boring tables and graphs. With a good feedback tool, scores and insights about customers and employees are automatically made visually attractive and translated into, for example, cool infographics, making data and results manageable and bringing them to life within the organization.
