VALUE
What should you expect from a feedback agency?
In most hotels and in practically all chains, general managers have guest satisfaction targets built into their bonuses. The same in fact applies to scores of industries; targeted performance bonuses are now a way of life.
Now bonuses are serious business, and people whose bonus cheques you’re signing need the assurance that head office isn’t cooking the books, consciously or otherwise. A professional feedback consultancy provides that assurance. We simply won’t stand over figures that aren’t accurate.
And it’s handy to know that your managers or staff aren’t cooking the books either. The temptation for some to ‘game’ the results is strong...... If you’re going to beat up on me because of poor satisfaction scores I’ll give you good ones, one way or the other. Counterproductive sure, doesn’t mean it doesn’t happen though, but not with us.
And there are the questions; there are long questionnaires which are great if you can get people to complete them. And there are short questionnaires like Net Promoter Score that in the right circumstances will deliver great insights. Making the correct choice here is vital, as is making the correct choice of collection methodology; paper, online, onscreen, whatever.
And finally there’s the report and analysis you receive. It’s important to employ a company with the nous to pick out the really critical information in a set of customer feedback scores. Oftentimes it is not the obvious. For example queues in banks annoy customers but rarely cause them to change their bank accounts. However a delay in processing a loan application will.
USEFUL TO KNOW.
At the end of the day using an experienced research house means that the ‘things you don’t know and the things you don’t know you don’t know’ are reduced to a minimum. That’s reason enough I think.
Take a look at the "What you should expect video in the right panel"
CONFIDENTIALITY
“All the work CST International does conforms to the ICC/ESOMAR International Code on Market and Social Research. That means no personal data relating to you will be passed on by us to any third party. Nor will the opinions expressed by you be identified as coming from, you but will be aggregated by us for inclusion in the final totals.
“These assurances are absolute. I should also say on behalf of our clients that your cooperation in this is really appreciated. Feedback is vital for the progress of organisations; they need to know what they are doing well and where perhaps they might need to do better. You can be assured that your answers will be studied and taken into account in future actions.
VIDEO | FIND OUT MORE
WHAT SHOULD YOU EXPECT (Click to expand)
NET PROMOTER SCORE (Click to expand)
VIDEO ENHANCED SURVEYS (Click to expand)