Archive for August, 2011
Examining National Rail’s customer feedback programme
by Feedback Ferret on August 15, 2011 at 2:28 pm
By Billy Brooks There will never be a shortage of UK rail travel customers willing to give their thoughts on how services could be improved. So, we were encouraged to see a tweet the other day from National Rail pointing its followers to a customer feedback form, run by the Passenger Information Strategy Group [...]
How to get feedback on things you don’t know about
by Piers Alington on August 5, 2011 at 11:38 am
By Piers Alington In a recent blog post, we offered five good reasons for adopting open-ended customer feedback. In this latest post, we focus on how to frame your questions and give some pointers to explain how to elicit answers and opinions that yield actionable insight and earn customer loyalty. Traditionally, when collecting customer feedback, [...]
The art of feedback forms: 6 reasons to adopt open-ended feedback
by Feedback Ferret on August 3, 2011 at 4:00 pm
by Piers Alington Following my recent blog post highlighting the failings of using tick box surveys for customer feedback (as reported in The Independent), I thought it would be useful to point out that there is an alternative that allows customers to explain the reasons for their responses – open-ended feedback. Below, we’ve put [...]
