Constant Customer Feedback™
Constant Customer Feedback™ is a world-class automated feedback system designed to measure, track, and respond to ongoing customer feedback. The system encompasses an industry-proven survey platform, a powerful reporting suite, and a unique store-level customer response component. CCF is a customer relationship tool, not just a satisfaction measurement program. Download the PDF
All customers should have the chance to provide feedback, not just a random sample. Invitations are issued on the register receipt and/or by separate media. RFG manages the participation incentive process.
Customers provide ratings and real-time open-ended comments about a single visit. CCF offers both IVR (interactive telephone) and web vehicles – let your customers decide! Unlimited responses are included. Tailor each store’s questions to its specific offerings and local competitive environment.
We design our reports for effective use by store management, field operations support, and consumer insights staff. Identify opportunities, track improvements, recognize trends, rank stores, and isolate business-specific location groups. We can help you get store management invested in the results.
Customer comments are available in real time. So you can respond immediately to complaints, show appreciation for suggestions, and share feedback with frontline staff. CCF includes built-in, customizable response templates to save time and ensure an appropriate response. Powerful resolution tracking enables sharing of follow-up communication and subsequent customer response.
Constant Customer Feedback™ provides usable information, with detailed experience ratings and comments in your customers’ own words. Action can be taken at store level and across the company by operations, marketing, merchandising, and human resources. Ongoing measurement enables you to understand the impact of those actions and make further adjustments. CCF fosters a culture of continuous learning and improvement; of engaged customers and engaged employees.
Loyalty implies a commitment; it’s your customers’ reward for your ongoing commitment to them. The result of your efforts to continually measure and respond to your customers’ feedback is an overall increase in their loyalty. That may mean one extra trip per month to your store. It could encourage them to try a new product or service you offer. It might inspire a recommendation to a friend at a party, or to a thousand friends on Facebook.
Increased loyalty and improved operations directly impact both top-line and bottom-line results. Consistent performance is driven by ongoing customer input, measurement, and response. Contact us to find out more about Constant Customer Feedback™