Distinctive Delivery: Customer feedback - Act on it or don't collect it at all!
Date: Tuesday 31st January 2012
Time: 8:30am - 11:00am
Location: Home Group, 2 Gosforth Parkway. Gosforth Business Park, Newcastle upon Tyne, NE12 8ET view map
When it comes to customer satisfaction, did you know?
- 96% of unhappy customers don’t complain, however 91% of those will simply leave and never come back (source: 1st Financial Training services).
- Dissatisfied customers whose complaints are taken care of are more likely to remain loyal, and even become advocates, as those that are ‘just’ customers (source: Strauss & Seidel)
- Research shows that a 10% increase in customer retention levels result in a 30% increase in the value of the company (source: Bain & Co.)
Knowing what your customers want, and how they rate your service, should be central to your business strategy. Afterall, if you are not delivering to your customer’s needs, what are you delivering?
The majority of organisations in the UK have a mechanism in place to collect customer feedback, however the large majority overlook the importance not only of collecting the right information, but perhaps more critically, the need to do something effective with it.
Service Network is delighted to partner with member company CSN (Customer Service Network) to deliver this event which will focus on issues around how to effectively collect, analyse and use customer feedback to help improve customer satisfaction.
John Hughes from CSN will discuss why it’s so crucial for all organisations, regardless of their size, to ensure that customer feedback becomes central to their business improvement processes. John believes that the key is to understand how you should be asking your customers to rate your service, what you should be asking them and the action you should subsequently be taking in response to increase not only customer satisfaction but also customer loyalty.
Providers of supported housing for people in the UK, Home Group, based in Gosforth measure customer feedback on a large scale to understand their customers experience and tell them where they need to improve to deliver an excellent service. Adam Stewart from Home Group will be talking about their journey, what motivated their change in how they manage customer feedback, and how they have improved their service through actively listening to, and engaging with, their customers’ feedback.
Join us at this event to discover new depths to the world of customer feedback!
Our event partner is:
Cost: Free to Service Network members and £45 + VAT for non members. Includes breakfast and refreshments.
To avoid a cancellation fee of £35 + VAT please inform the Service Network team in writing at least 48 hours before the event if you register but can no longer attend.