Automated Customer Feedback...

Information you can act on

We believe in results. When we first started capturing feedback back in 1996 it was to help make recommendations to our clients on how to improve their business. We are still doing the same thing today but now it's automated. With Automated Customer Feedback we are able to provide the following benefits to our clients:

How is Automated Feedback Better?
Like a motion picture, our Automated Customer Feedback gives you a continuous, ever-changing picture of your business with more accurate data real-time. Unlike Mystery shopping that might be done 1-2 times a month, we provide 50-100 surveys for the same amount of money or less. You know instantly when you have a problem and you're provided with the information you need to address it.

Hear from a wide range of customers
To really understand your customers, you must hear from a full cross-section of them. With comment cards you tend to hear from the really mad or the truly glad. The majority of your customers, the silent majority, you never hear from. They are the group that might change to another store or competitor and you'd never know why. In order to hear from all of your customers we recommend an incentive (typically a soft cost item) that would bring them back into your store. The customer earns this benefit by giving you feedback. They get a code which ensures they have gone through the survey and helped you measure and monitor your business.

Accurate Feedback with no Social Acceptability Bias
One of the most important elements of feedback is its accuracy. To obtain accurate information you must first capture it soon after the experience when the feelings are the strongest and details are the clearest. Out-bound phone surveys fail here as they tend to call your customers 2-3 weeks after the customer had their experience. We typically capture feedback within 24-48 hours after the customer comes to your store.

The next obstacle to accurate feedback is "Social Acceptability Bias." Social Acceptability Bias is the tendency of people to sugar-coat their comments when talking to other people. Only when people feel completely anonymous will they open up with their true feelings. In our surveys, people answer questions presented by a computer. People aren't worried about hurting someone's feelings or handing a card back in with bad feedback, and therefore they have a greater tendency to answer truthfully. Voice comments also provide powerful evidence and learning for individual employees.

Monitor your Business
Feedback becomes information when you can "Act" on it. When information can be used to help make decisions, solve problems, train people, and tune your business, you get results. We provide information to help a business address