So you're sat there bored in the restaurant, hotel bar, fast food joint and you notice the customer comment cards. What are you going to do with them?
Well you're not going to fill them in are you? You can't be bothered to answer all those questions now, you've not finished there yet so don't know how you felt about the dessert menu / payment options etc and to top it off, you don't have a pen. And even if you did have lots to say and there was room on the card for your amazing ideas on how they could make the whole customer experience fantastic for you, they're not going to do anything with it, are they? They must get hundreds and can't have time to analyse all that feedback, at least not for a few months. Besides, if you complained about the service and left the card offering your feedback, they'd bin it rather than pass it on to the management.
So here are a few suggestions that might be more appealing...
- Make a Paper aeroplane
- Fold it up to stop the table wobbling
- Fan your face if it's too warm
- Grab a few and play a very boring game of snap
- Make a tiny paper hat
In the meantime, if you're an organisation that does want customer feedback why not make it easier?
Let them leave real-time customer feedback it in their own words, using a convenient route, say their mobile phone, which they are more likely to have with them than a pen. That feedback could be analysed in real-time, with no selective removal of bad comments.
You might just be amazed at how many positive things people have to say and how many good suggestions they can make!
Find out how to capture Customer Feedback at Moments of Truth in our Infographic: