Customer feedback comments, concerns and ratings go a long way in helping businesses improve their overall performance. This is because the business now knows what to focus on. Moreover, the feedback also shows customer satisfaction levels and the likely customer retention rate.
However, the question arises about how many customers actually take time to provide feedback. Sadly, the answer is not favorable. In other words, most customers do not give feedback. One of the major reasons for this is the complexity of the feedback process. Opening a link, filling a comment card, answering lengthy questions, just takes too much time. For this reason, customers are wary of the feedback process resulting in the normal low response rates to feedback requests.
To help simplify the feedback process, businesses now use smiley faces or icons. These are inserted at the end of any email and sent to any customer, most often from the customer support team. In this way, the customer prompt yields a one click rating on the support service it has just received. For example, if the rating is low, the system requests additional comments, to flesh out the poor experience.
Each Smiley Face represents a satisfaction rating, usually from very happy to very unhappy. When they receive an email from the business, customers simply have to click on a smiley face to register feedback. The feedback scores and any comments register at a private, online dashboard. In addition, if the Smiley Face records an unhappy customer, an immediate alert is sent back to the business. This allows them to quickly fix the issue, counsel the staff and recover the customer.
The feedback is recorded in the database against the name of the employee who has provided the feedback. This enables the management to assess the performance of the business overall, and the employees simultaneously. This means that ratings and any customer feedback comments can be effectively used during performance appraisals, or employee training programs.
Satisfaction Smiley Faces
Business can decide the number or type of satisfaction smiley faces for feedback, and the type of icon used. The companies that provide the smiley faces installation have a wide range of options for the business to choose from.
- If having a single color of standard yellow smileys are one option, having multi-colored smileys is another.
- The smileys can be either three (satisfied/ happy, average/ neutral, dissatisfied/ unhappy);
- Five smiley faces ranging from highly dissatisfied to highly satisfied with the colors of smileys changing from red to dark green.
- Businesses can also opt for much detailed feedback using the Net Promoter Score.
The Feedback System
This is helping the business pinpoint problem areas with staff and service with minimum effort. Specifically, they are able to troubleshoot and work on making things better for customers at a faster rate. The feedback system connects to the staff emails to alert the employee responsible for the job. This means they improve their work or solve the issue for the customers.
The customers are automatically thanked for their feedback. The simplicity of the system means the entire process of taking and giving feedback is completed in less than 5 seconds. It is a true closed loop feedback tool, managing the feedback process from the prompt, through receipt, analysis, alerts and recovery. More details of the features can be found here. A product sheet can be downloaded here.
Smiley face feedback in an email or auto signature is just one simple idea that can help businesses get more feedback. Moreover, enabling action on that feedback in real-time. The main benefit is the improvement in customer satisfaction and retention.