Smiley Faces Make a Difference

Friday, 22 June 2018

For many businesses, customer feedback is an essential tool in understanding what your company does well and what areas need to be improved. are no different, and while we always seek both positive and negative feedback from customers, our questionnaire didn’t entirely cut it, and the number of responses we received was frequently low – until we changed to smiley faces!

Our new approach is simple to use, fast and puts users in control of the amount of information they want to give us.

Once our team has completed the job they are working on, customers are sent an email with three emoji style faces; Green = Happy / Yellow = Satisfied / Red = Unhappy.

After simply clicking on one of the faces to represent how they felt the service was, they are then given the option also to leave a comment (not required).

Since rolling out this new approach, there has been a noticeable increase in the number of replies we receive – 37.3% in fact. The option of writing additional information has also helped as it cuts through unnecessary feedback and gets straight to the points that the customer wants to raise.

The latest figures are showing that 96.6% of customers are happy with the service so the next time you use, be sure to keep an eye out for our smiley faces and help us improve the service we give to customers.

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