Thumbs-up/ thumbs-down feedback provides you with an overall measure of how successful your customer service is, which you can view through the customer satisfaction module in the reporting dashboard.
The after-sales care portal also allows customers to provide feedback in the form of text. Listening to customers allows you to work out where you might be falling flat or recognise whether you are having repeat issues with certain employees.
Once you are aware of what your customers like and don't like about their interactions with your business, you can use this information to implement changes that grow your customer satisfaction.
Listen to your customers
Everyone wants to be listened to. Once the sales process is fully complete with a customer and they have paid their final invoice, send them a request for feedback. They can either give you a thumbs up or a thumbs down and will also have the option to include a text response. This gives your customers an outlet to voice their opinions and gives you insightful information to optimise your services.
Follow up with customers
Get a glowing review? Share it with the engineer and let them know they’re doing a good job. Receive a complaint? See what you can do to address it, fix your customer relationship, and implement changes to avoid it happening again. A record of each customer’s response is saved to the related job for your records, so you can always reflect on feedback.
Track customer satisfaction
A rolling measurement of customer satisfaction is viewable within the reporting dashboard. This is a percentage based on the number of positive and negative responses you have received from customers and provides a simple way to see how happy your customers are with your work. A record of each customer’s feedback is also saved to the related job, for your records.
Are you ready to take your business to the next level?
Discover the many ways that Commusoft can help your business become more organised, efficient and profitable by booking a call with our team. Hundreds of field service businesses have already taken the step and begun to expand their business with the help of all-in-one job management software.
- Works on Any Device
- All-in-one Software