The challenge of customer feedback: when customers leave in silence
Last updated: 19.11.2024 11:00
Consumers are increasingly keeping quiet about their experiences - whether good or bad. This was recently reported by the trade magazine Call Center Profi. According to the report, consumers are now noticeably less likely to share their experiences with companies than they were in 2021. But there are ways to change this.
Less than a third of consumers give direct feedback to a company. Instead, disappointed consumers silently turn away from their provider and turn to a competitor. Consumers share positive or negative experiences, if at all, primarily with family or friends.
This is a difficult development for companies, as they lack the opportunity to identify and respond to problems or new requirements promptly, for example. “As a result, companies lose customers without knowing the reasons for this,” explains VIER expert Christian Oldendorf. “It is therefore particularly important for companies to take every opportunity for feedback and to ask their own customers for their opinion directly during or after a contact and to carry out customer satisfaction surveys,” he recommends. “Automated customer surveys on the phone or by email in particular can be used to obtain large numbers of reviews quickly and easily and evaluate them in no time at all,” says Christian Oldendorf. “With VIER Voice of the Customer, the automated customer feedback tool, companies determine the satisfaction of their customers directly after the service contact. And it does so neutrally, quickly and comparatively inexpensively, without employees being able to influence it. It's worth using, because customer feedback is essential for identifying potential for improvement, checking SLAs and benchmarking service providers!”
Authors:
Susanne Feldt
Corporate Communications
VIER
Christian Oldendorf
Solution Architect
VIER