Techniques for monitoring customer feedback Email Advantages •Inexpensive to reach large numbers of customers quickly •Able What else? Disadvantages response rate •Low able to customers who don’t use email •Not What else? EMAIL Surveys Advantages snap shop •Quick more likely to complete •Customers What else? Disadvantages give you the full picture •Doesn’t What else? Full-Length Surveys Advantages you the full picture •Gives What else? Disadvantages less likely to complete •Customers What else? Online Advantages •Inexpensive What else? Disadvantages response rates •Low What else? Face to Face Interviews Advantages •Expensive What else? Disadvantages
Techniques for monitoring customer feedback Email Advantages •Inexpensive •Able to reach large numbers of customers quickly What else? Disadvantages •Low response rate •Not able to customers who don’t use email What else? EMAIL Surveys Advantages •Quick snap shop •Customers more likely to complete What else? Disadvantages •Doesn’t give you the full picture What else? Full-Length Surveys Advantages •Gives you the full picture What else? Disadvantages •Customers less likely to complete What else? Online Advantages •Inexpensive What else? Disadvantages •Low response rates What else? Face to Face Interviews Advantages •Expensive What else? Disadvantages
Monitor-the-quality-of-customer-service-interactions.docx